About the Role
The Customer Obsession (CO) team is looking for a strong engineer with a passion for delivering delightful customer experiences through a large scale, easy-to-use and full stack customer engagement platform, powered by ML/AI.
The Customer Obsession (CO) team is responsible for building magical customer care experiences for our riders, eaters, delivery partners, merchants and agents. We deliver these experiences over web, mobile, using text, voice or video based interactions for all products globally. We provide simple self-service to our customers to make it easy for them to resolve their problems. When agents need to interact with our customers, we provide the technology to enable them to efficiently solve customer problems.
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We are a customer first culture and team, and that reflects in how we prioritize what is right for the customers in a data driven fashion by building products and features that provide the best in class experiences. That can be hard, but we refuse to settle. Instead, we innovate at every aspect of a customer's journey to deliver magical experiences for drivers, riders, eaters and businesses using Uber's CO platform.
What the Candidate Will Need / Bonus Points
- Lead the architecture of distributed backend systems with high availability, scalability, and low-latency requirements for Uber's customer support use cases.
- Make architectural decisions that balance scalability, security, and cost efficiency
- Analyze user behavior patterns and recommend data-driven improvements by collaborating with product teams to translate insights into actionable business strategies
- Optimize customer journeys and personalize user experiences.
- Build and maintain robust data ingestion, storage, and transformation processes
- Drive continuous improvement in system reliability, observability, and operational excellence in the customer care stack at Uber.
- Experience with customer journey analytics platforms is a plus
---- What the Candidate Will Do ----
- Build, scale and operate full stack software systems and products related to customer care, and inbound and outbound communications across a variety of modalities
- Partner with product and business stakeholders to craft and deliver on tech that drives meaningful business impact for Uber and its customers
- Mentor and guide other engineers on the team
- Set architecture vision across the organization
- Enhance engineering and operational excellence. Raise the bar on sustainable engineering by improving best practices, producing best in class of code, documentation, testing and monitoring.
---- Basic Qualifications ----
- PhD or equivalent in Computer Science, Engineering, Mathematics or related field AND 4-years full-time Software Engineering work experience OR 7-years full-time Software Engineering work experience, WHICH INCLUDES 4-years total technical software engineering experience in one or more of the following areas:
- Programming language (e.g. C, C++, Java, Python, or Go)
- Experience with full-stack large scale, distributed systems
- Strong problem-solving skills, with expertise in algorithms, data structures, and complexity analysis
- Excellent written and verbal communication skills, including the ability to write detailed technical documents.
- Passion for driving continual improvement initiatives on engineering best practices like coding, testing or monitoring, deployment and post production practices.
---- Preferred Qualifications ----
- Customer service and engagement tech experience
- Experience working with distributed teams
- Product engineering
- Scalability engineering
- Deep, industry leading expertise in one or more technology domains and are the "-to" person for one or more areas of their business.
For San Francisco, CA-based roles: The base salary range for this role is USD$252,000 per year - USD$280,000 per year.
For Seattle, WA-based roles: The base salary range for this role is USD$252,000 per year - USD$280,000 per year.
For Sunnyvale, CA-based roles: The base salary range for this role is USD$252,000 per year - USD$280,000 per year.
For all US locations, you will be eligible to participate in Uber's bonus program, and may be offered an equity award & other types of comp. You will also be eligible for various benefits. More details can be found at the following link https://www.uber.com/careers/benefits.
Uber is proud to be an Equal Opportunity/Affirmative Action 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.
Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.