Live opening · Posted 8 hours ago
The key details from the original listing.
Description supplied by the original job listing.
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.
This is a 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.
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Skills
Customer Support
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