About The Role
Uber Engineering is a high-performance culture marked by perseverance and hyperproductivity. We're looking for team players with natural customer service intuition who can work harder, faster, and smarter while taking technical excellence to a whole new level. You should be pumped about building a global transportation marketplace that spans a wide range of cities - varying from 100,000 to 10 million people in size - with unique regulatory, technical, and business requirements.
L3 Service Desk Support Leads at Uber are expected to think beyond the ticket queues. You will be expected to work cross-organizationally to help develop and implement global service desk procedures and policies. Leads at this level have project management experience working with globally distributed teams, and your work will influence change that affects one or more adjacent orgs within the company. Here's your chance to be a part of Uber history!
What The Candidate Will Need / Bonus Points
---- What the Candidate Will Do ----
What You'll Be Doing
- Resolve escalated tickets
- Complete manager assigned projects
- Consistently demonstrates a positive customer service demeanor
- Contributor on Global Tech Services and Service Desk initiatives
- Advanced understanding of key IT systems (Google, Okta, Box, AD)
- Escalation point for L1's & L2's
- Responsible for internal and external facing documentation
- Analyze Service Desk data for support trends and areas for improvement
- Ensure team procurement follows logistics team guidelines
- Mentor Junior team members
- Train L1 & L2 Technicians, New and Continued product specific trainings
- Own the on-going L2 training program, including development, documentation, scheduling and implementation
Basic Qualifications
- Ability to script and code (e.g., Python, Bash) to automate routine IT tasks and enhance operational efficiency.
- Familiarity with foundational AI concepts and practical experience with prompt engineering to leverage large language models for support and documentation tasks.
- Go-to person for solving difficult issues : Escalation point for L1 and L2's with the highest level access to key systems
- Content Approver / Writer / Trainer
- Work with teams to solve big internal and external problems by providing great communication between team and stakeholders. Keep the Service Desk team hyper aware of products, projects, and issues that may impact them. Communication skills & Customer service skills must be impeccable.
- Respond to technology support issues at a moment's notice and be on-call as needed. Constant monitoring of support queue and slack channels to ensure customer satisfaction and taking the extra step go above and beyond
- Provide prompt, confidential and reliable technical support for a wide range of IT equipment and software including Google Apps, Slack, laptops, mobile phones, printers, network, cellular service, etc.
- Accurately manage crisis escalation and activate/escalate to other support teams as appropriate
- Provide direct feedback on issues impacting Uber Employees to IT Engineering leadership.
- Act as the bridge between the Regional business leads, key stakeholders and IT Engineering
- May require domestic and international travel
- The normal hours of coverage is 8am to 5pm however, support is a 24x7 service
- Any other duties as assigned
Preferred Qualifications
- 4+ years of IT experience
- Minimum of 3-4 years' experience with escalations, process efficiency, and Tier 3 support.
- Bachelor's Degree in Computer Science, or equivalent combination of education and experience
- Expert knowledge with Windows, Linux, MacOS, iOS, Desktop/Laptops, networking, and A/V equipment
- Ability to multi-task, independently manage time and execute on-time and at scale
- Strong problem solving, organization and project management skills
- A service-oriented attitude with the utmost discretion in handling sensitive/private technical issues and other matters.
- Ability to thrive in a lightning-paced, highly technical environment
- Demonstrably strong Customer Service experience
- Ability to be on site and on call
- Excellent verbal and written communication skills
- Experience supporting mobile devices via Airwatch and Knox
- Ability to communicate effectively with the local executive team as well as other international IT Eng teams.
- Ability to take initiative and work independently, as well as part of a team
- Willing to work after hours and weekends as required (on-call)
For San Francisco, CA-based roles: The base hourly rate range for this role is USD$44.24 per hour - USD$49.05 per hour. 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.
