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Service Team Analyst III, Global Fix Experience - Earner
Uber • Phoenix, AZ 85067 • Posted 7 days ago
Service Team Analyst III, Global Fix Experience - Earner
Uber • Phoenix, AZ 85067 • Posted 7 days ago
In-person • Full-time • $26.75/hr • Mid Level
**About the Role**
Fix Experience is a global team that takes full ownership of production Bug and Outages and drives them all the way to resolution in real-time. The team serves two key functions while bridging the gap between our support and engineering organizations. 1) We triage agent reports of possible bugs and outages to identify system issues by deeper investigations, reproducing the issue, and escalating them to the appropriate team to drive resolution in a timely manner. 2) We also handle incident response protocols during outages to ensure that key partners are updated as well as we provide the support needed to connect the dots.
***Note: This is a fixed hourly waged role and does not provide relocation assistance and visa employment sponsorship or transfers.**
**What the candidate will do**
+ Identify and triage the potential bugs and report valid bugs to engineering, and follow through on the invalid reports
+ Ensure the right and thorough investigation is conducted for creation of a high quality engineering bug report
+ Communicate clearly with other teams throughout the investigation
+ Ability to identify trends and insights that are useful and relevant for unique investigations
+ Analyze, deep-dive and respond in a timely manner to service issues and requests according to internal documentation and out-of-the box thinking when vital
+ Apply system issues notifications received from Product teams to communicate ongoing critical incidents to internal and external partners
+ Improve troubleshooting guide for the team so other agents can use resources to reproduce the issues they triage
+ Partner and support projects with Tier 4, project/product teams, and partners to improve overall bug identification, investigation, and resolution
**Basic Qualifications**
+ At least 1 year of experience in a related field
+ Prior experience in technical troubleshooting
+ Intermediate data analysis and processing skills using spreadsheets with formulas and SQL
+ Strong stakeholder management skills
+ Strong communication and problem-solving skills
+ Schedule flexibility to work early, late, or weekend shifts, as well as holidays
**Preferred Qualifications**
+ 1+ years of experience in bug identification, triaging, bug reproduction, debugging and outage identification; or IT incident management
+ Or 1+ years of hands-on experience in Software / Application tech issues investigation, problem identification, reporting observations to the tech team and getting them fixed
+ Or 1+ years of data analytics/science experience with insights, and intermediate SQL and coding experience
+ Or 1+ years of Uber Operations experience specializing in retail, heavy investigations, end to end support to customer concern resolution; and heavy proficiency in Uber domain, app, and tools
+ Some work experience with systems, data processing, or analysis using spreadsheets
+ Some experience in customer related field
+ Good communication and problem-solving skills
+ Technical skills: Intermediate sheets experience, proficient in Google Suites
+ Excellent communication and critical thinking/advance problem solving skills
+ Good organizational skills and an ownership mindset and can-do attitude
+ Some knowledge of or coding experience
For Phoenix, AZ-based roles: The base hourly rate amount for this role is USD$26.75 per hour. You will be eligible to participate in Uber's bonus program, and may be offered other types of comp. You will also be eligible for various benefits. More details can be found at the following link https://www.uber.com/careers/benefits.
Uber is proud to be an Equal Opportunity/Affirmative Action 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- https://docs.google.com/forms/d/e/1FAIpQLSdb_Y9Bv8-lWDMbpidF2GKXsxzNh11wUUVS7fM1znOfEJsVeA/viewform
Fix Experience is a global team that takes full ownership of production Bug and Outages and drives them all the way to resolution in real-time. The team serves two key functions while bridging the gap between our support and engineering organizations. 1) We triage agent reports of possible bugs and outages to identify system issues by deeper investigations, reproducing the issue, and escalating them to the appropriate team to drive resolution in a timely manner. 2) We also handle incident response protocols during outages to ensure that key partners are updated as well as we provide the support needed to connect the dots.
***Note: This is a fixed hourly waged role and does not provide relocation assistance and visa employment sponsorship or transfers.**
**What the candidate will do**
+ Identify and triage the potential bugs and report valid bugs to engineering, and follow through on the invalid reports
+ Ensure the right and thorough investigation is conducted for creation of a high quality engineering bug report
+ Communicate clearly with other teams throughout the investigation
+ Ability to identify trends and insights that are useful and relevant for unique investigations
+ Analyze, deep-dive and respond in a timely manner to service issues and requests according to internal documentation and out-of-the box thinking when vital
+ Apply system issues notifications received from Product teams to communicate ongoing critical incidents to internal and external partners
+ Improve troubleshooting guide for the team so other agents can use resources to reproduce the issues they triage
+ Partner and support projects with Tier 4, project/product teams, and partners to improve overall bug identification, investigation, and resolution
**Basic Qualifications**
+ At least 1 year of experience in a related field
+ Prior experience in technical troubleshooting
+ Intermediate data analysis and processing skills using spreadsheets with formulas and SQL
+ Strong stakeholder management skills
+ Strong communication and problem-solving skills
+ Schedule flexibility to work early, late, or weekend shifts, as well as holidays
**Preferred Qualifications**
+ 1+ years of experience in bug identification, triaging, bug reproduction, debugging and outage identification; or IT incident management
+ Or 1+ years of hands-on experience in Software / Application tech issues investigation, problem identification, reporting observations to the tech team and getting them fixed
+ Or 1+ years of data analytics/science experience with insights, and intermediate SQL and coding experience
+ Or 1+ years of Uber Operations experience specializing in retail, heavy investigations, end to end support to customer concern resolution; and heavy proficiency in Uber domain, app, and tools
+ Some work experience with systems, data processing, or analysis using spreadsheets
+ Some experience in customer related field
+ Good communication and problem-solving skills
+ Technical skills: Intermediate sheets experience, proficient in Google Suites
+ Excellent communication and critical thinking/advance problem solving skills
+ Good organizational skills and an ownership mindset and can-do attitude
+ Some knowledge of or coding experience
For Phoenix, AZ-based roles: The base hourly rate amount for this role is USD$26.75 per hour. You will be eligible to participate in Uber's bonus program, and may be offered other types of comp. You will also be eligible for various benefits. More details can be found at the following link https://www.uber.com/careers/benefits.
Uber is proud to be an Equal Opportunity/Affirmative Action 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- https://docs.google.com/forms/d/e/1FAIpQLSdb_Y9Bv8-lWDMbpidF2GKXsxzNh11wUUVS7fM1znOfEJsVeA/viewform