Service Team Analyst IV - Technical Component Specialist - Earner Products

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. Technical Component Specialists (TCS) do not own daily investigation volume. Their unit of work is the component across its lifecycle: architecture, expected behavior, dependencies, releases, failure modes, supportability, recurring findings and Product/Engineering improvement. Reactive work (PagerDuty rotation, critical-escalation support, QA reviews) is kept to about 15% of time so the role stays focused on proactive component ownership. 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 and insight not only to address the issue at hand, but to improve how GFX detects, prevents, and understands future customer problems. As a TCS, you will own the health of assigned product components end to end. Maintain deep and persistent technical expertise so that the whole GFX support chain (including automation and AI) is ready as those components evolve: make every launch support-ready, prevent avoidable tickets, turn production signals into product improvements, help GFX AI and investigators resolve more with quality, and be the recognized technical owner and partner for the component. What you’ll do

• Launch & change readiness: Get every launch or change on your component that affects agents support-ready before go-live
• Preventability: Close the knowledge and access-rights gaps behind preventable tickets, and spot recurring or cross-investigation patterns early, before they drive inflow.
• Insights & product quality: Turn production signals (defects, recurring patterns, usability issues, Product gaps and customer impact) into evidence-backed insights that CX, Product, ENG or GSS QA take on as actions.
• Automation: Work with GFX AI to raise AI resolution and investigator efficiency on your component
• Escalation quality: Send ENG only valid, well-evidenced bugs. Support Technical Investigators when signals need deeper component context, and follow P0/P1 T3s through to closure.
• Technical ownership & partnership: Be the recognized technical POC for the component with CX, Product, ENG, the GFX Product Lead, Crisis Manager and Ops Commander, including during critical outages.
• Component expertise: Maintain deep, current knowledge of component architecture, expected behavior, dependencies, ownership, releases and failure modes. Conduct technical reviews and deep-dive scrubs.
• Strong technical-investigation and analytical problem-solving capability, including evidence validation and root-cause thinking.
• Deep working knowledge of supported Products/components (architecture, dependencies, releases) and ability to quickly build deeper context where needed.
• Ability to use debugging, data, telemetry and investigation tools (e.g. Jira, dashboards, SQL) to validate or challenge hypotheses.
• Strong judgment in distinguishing bugs, expected behavior, Product gaps and support/process issues, escalating only valid, well-evidenced bugs.
• Launch and change-readiness management: planning, readiness checklists/scorecards, knowledge (TSG, runbooks, KB) and agent training ahead of go-live.
• Ability to assess customer/business impact and turn production signals into actionable insights that Product/Engineering adopt.
• AI fluency: effective use of GFX AI and conversational AI for analysis, automation and evidence preparation, while independently validating conclusions and reading automation results together with quality.
• Strong written communication and structured issue storytelling.
• Ownership mindset and sound prioritization; protects time for proactive component ownership over reactive ticket work.
• Stakeholder and senior-stakeholder management; a trusted partner to CX, Product, Engineering and Ops, including during critical outages.
• Curiosity and continuous-learning mindset, converting investigation outcomes into reusable knowledge and AI feedback.

Basic Qualifications

• 1+ year of experience in systems analysis, technical troubleshooting, or a related field.
• Intermediate data analysis and processing skills using SQL and spreadsheets with formulas.
• Basic visual and UI design skills to support system enhancement documentation.
• Strong stakeholder management, communication, and problem-solving skills.
• High school diploma or equivalent experience.

Preferred Qualifications

• 1+ years in GFX or 2+ years 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, including on-call (PagerDuty) rotation and critical-escalation support.

For San Francisco, CA-based roles: The base hourly rate amount for this role is USD $34.21 per hour. You will be eligible to participate in Uber's bonus program, and may be offered other types of comp. All full-time employees are eligible to participate in a 401(k) plan. You will also be eligible for various benefits.

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.