Senior Software Engineer - (Backend) Customer Obsession

Senior Software Engineer - (Backend) Customer Obsession Department: Engineering Team: Backend Location: San Francisco, United States Type: Full-Time **About the Role** **Customer Obsession** builds the intelligence layer that minimizes customer defects across **Uber Rides, Uber Eats**, and all our products. You will tackle a core problem: replacing fragmented, manual support with reliable, AI-driven automation at massive scale. This requires building extensible systems that anticipate user needs before they become tickets. This is a demanding technical environment, pioneering large projects like new automation platforms. Success requires systems thinking and the **grit** to ship reliable, high-volume code in a constantly changing domain. You will directly influence how Uber fosters long-term trust and loyalty with millions of users globally. **What you'll do** - **Architect** and implement innovative AI/ML solutions to drive automation and significantly reduce customer-facing defects. - **Own** feature development end-to-end, translating vague product and operational problems into clear technical designs and production-ready code used by millions of customers. - **Design** and deliver scalable, multi-tenant backend services and platforms to power real-time support experiences (from messaging to in-app self-service). - **Define** and champion the operational health, monitoring, reliability, and incident response processes for mission-critical support systems. - **Identify** and advocate for core architectural changes across Uber's engineering ecosystem to ensure our support platform is highly resilient, extensible, and performant. - **Collaborate** closely with product managers, data scientists, and partner engineering teams to scope requirements, drive consensus, and integrate complex technical capabilities. **How you’ll spend your time** - **Architecture/System Design/Code:** 50% - **Cross-functional Collaboration/Alignment:** 20% - **Productionization/Operational Health:** 20% - **Mentorship/Documentation:** 10% **Basic qualifications** - Bachelor's degree in Computer Science, or a related technical fie