Technical Support Specialist

Technical Support Specialist Department: Community Operations Team: Community Operations Location: Krakow, Poland Type: Full-Time ## **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: 1. Identifying system issues by monitoring signals; 2. Analyzing bugs reported by customer-facing teams; 3. 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 We’re offering a hybrid model of working (60% minimum based out of our Krakow office, 40% optional work from home). **What You’ll Need** - 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 - 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 ## **What You’ll Do** -Respond to bugs or outages quickly by analysing system i