Technical Support Specialist

Descripción del puesto:

Technical Support Specialist

Community Operations
in Krakow, Poland
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About the Team and Role

Within Uber, the Global Fix Experience (GFX) team operates at the convergence of two organizations - support and engineering - to serve three key functions:
* Identifying system issues by monitoring signals
* Analyzing bugs reported by customer-facing teams
* Coordinating incident response protocols during outages
As part of the GFX Team, you will:
* Identify the root cause or confirm an existing diagnosis
* Conduct deep-dive analyses (cross-testing, reproducing issues)
* Document your findings while detailing your rationale and referencing relevant resources
* Escalate the matter to the appropriate team to ensure timely resolution while maintaining a respectful and engaging interaction with stakeholders

What you'll do

* Respond to bugs or outages quickly by analysing system issues and documenting Jira tickets
* Triage systems issues, raise bugs and outages to Engineering or third party vendors as needed
* Deep-dive to identify root causes, reproduce and validate issues using investigative tools
* Log recurring bugs, analyze data to identify patterns, generate reports, provide insights and update documentation
* Build domain expertise in Uber tools, apps, product, business verticals
* Suggest initiatives to streamline processes and operations via continuous improvements

Basic qualifications

* Critical thinking, attention to details and problem-solving
* Organizational skills, proactive mindset with sense of ownership
* Can-do attitude with a willingness to learn all along the way
* Fluent in english with excellent written and verbal communication
* Jira and Google Suite proficiency, good knowledge of IT systems
* Good Stakeholder Management, Teamwork and Cooperation
* Schedule flexibility to work early, late, or weekend shifts

Preferred qualifications

Previous experience in similar field:
* 1y experience in the current role
* Bug identification, triaging, bug reproduction, debugging, and outage identification, IT incident management
* Software/Application tech issues investigation, problem identification, reporting observations to the tech team and getting them fixed,
* Data analytics/science experience with insights, and intermediate Structured Query Language (SQL) and coding experience,
* Uber Operations experience specializing in heavy investigations, end-to-end support to customer concern resolution and heavy mastery of Uber domain, app, and tools,
* Customer Support in an IT/tech company
Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuelds progress. What moves us, moves the world - let's move it forward, together.
Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.
*Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to accommodations@uber.com.
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