Service Team Analyst III - Tech Investigator Specialist (Consumer Products)
IT · Full-time
Kraków, Poland
About the role and team
Global Fix Experience (GFX) is an AI-first organization operating at the intersection of Customer Experience, Product, and Engineering. We use AI to detect, qualify, correlate, and prioritize technical signals coming from customer support interactions at scale, allowing our specialists to focus human expertise where judgment and deeper investigation create the most value.
Our Tech Investigation team turns AI-triaged customer and support signals into clear, actionable Product and Engineering insights. The team combines customer-impact understanding, product knowledge, analytical thinking, and AI-assisted investigation to determine whether signals represent product defects, expected behavior, product gaps, or support issues.
Success requires strong judgment, curiosity, ownership, and comfort with ambiguity. You will work closely with Product and Engineering, challenge and improve AI-generated analysis, and use every investigation not only to address the issue at hand, but to improve how GFX detects, prevents, and understands future customer problems.
Core technical-investigation role in the AI-native GFX operating model. The role independently works prioritized, AI-prepared and correlated customer tech issues signals and converts them into clear, high-quality Product/Engineering escalations and insights to reduce defects on Uber core products
What you’ll do
- Conduct technical reviews and deep-dive scrubs.
- Investigate important signals and correlated issue clusters using debugging, data, telemetry and investigation tools.
- Review and challenge AI-prepared reasoning and evidence to identify the root cause or confirm an existing diagnosis
- Distinguish bugs from expected behavior, support/process issues and Product/feature gaps.
- Use AI to expand findings while retaining ownership for the investigation outcome.
- Identify likely impacted product components and services.
- Synthesize multiple technical signals into stronger issue-level insights
- Assess customer/business impact and urgency.
- Create actionable Product/Engineering insights or escalation packages.
- Escalate the matter to the appropriate team to ensure timely resolution while maintaining a respectful and engaging interaction with stakeholders
- Facilitate and coordinate technical problem review meetings, bridging support and engineering teams
- Convert investigation learning into reusable knowledge and AI-improvement opportunities to improve detection of bugs or non bugs preventions
Basic Qualifications
- 6+ months in GFX or equivalent Product/Tech Support experience - required.
- Strong analytical problem-solving and investigation skills, including evidence validation and root-cause thinking.
- Ability to distinguish bugs, expected behavior, Product gaps, and support/process issues.
- Gen AI fluency, including ability to validate and challenge AI-generated analysis.
- Strong customer/business-impact judgment and attention to detail.
- Strong written and verbal English, with ability to create clear, actionable Product/Engineering insights.
- Strong ownership, stakeholder management, and cross-functional collaboration.
- Flexibility to support early, late, or weekend shifts as required.
Preferred Qualifications
- Experience with Jira, Google Workspace, and technical investigation/data tools.
- Working knowledge of SQL and/or basic coding.
- Knowledge of web and mobile QA/testing methodologies.
- Understanding of product systems, technical signals, APIs, or dependencies.
- Experience with GraphQL, JQL, and/or technical visualization tools such as Lucidchart.
- Experience working with globally distributed Product, Engineering, or Support teams.
Ready to Ride?
This isn't the kind of place where you follow a playbook — it's where you help write one. If you're driven by impact, energized by challenge, and ready to shape how the world moves — we'd love to hear from you.
You may be eligible for bonuses, equity, and other compensation, as well as a range of benefits. Explore our benefits.
Offices remain key to collaboration and Uber's culture. Unless approved for full remote work, employees must spend at least 50% of their time in-office. Some roles, like those at greenlight hubs, require full-time in-office presence. Ask your Recruiter for details about this role's requirements.
Uber is proud to be an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form.