Service Team Analyst III - Global Fix Experience, U4B

Service Team Analyst III - Global Fix Experience, U4B Department: Community Operations Team: Support Operations Location: Phoenix, United States Type: Full-Time **About the Role** Fix Experience is a global team that takes full ownership of production Bugs 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. **What You Will Do** - Triage the potential bugs and report valid bugs to the appropriate engineering team - Reproduce the issue, use investigative tools, and dig through data to determine the validity of the issue - Demonstrate strong ownership of the potential bug, influence engineers, and go above and beyond to get a clear resolution in a timely manner - Identify team ownership and involve the accurate engineering resource; raise outages right away by paging on-call engineer - Proactively and responsibly drive all communication with tech, product and ops teams to ensure all bugs are rectified in the least possible time and take ownership of coordinating the same - Improve troubleshooting guide for the team so other agents can utilize resources to reproduce the issues they triage - Continue to improve the reproduction capabilities in the team by building domain expertise - Generate and maintain reports, queries, and insights for bug reproduction, trends, and overall domain and process improvement of the team - Take charge of crisis response by being involved in on-call rotation - Support engineering in impact assessment of outages - Manage outages effectively both for communication and issue resolution - Develop, build, and maintain models/alerts to effectively predict bugs and outages in partnership with engineering and ot