Service Team Analyst 3 - Tech Investigations, Merchant/U4B Health Products

About the role and team 

Global Fix Experience (GFX) is an AI-first organization operating at the intersection of Customer Experience, Product, and Engineering. We use AI to detect, qualify, correlate, and prioritize technical signals coming from customer support interactions at scale, allowing our specialists to focus human expertise where judgment and deeper investigation create the most value.

Our Tech Investigation team turns AI-triaged customer and support signals into clear, actionable Product and Engineering insights. The team combines customer-impact understanding, product knowledge, analytical thinking, and AI-assisted investigation to determine whether signals represent product defects, expected behavior, product gaps, or support issues.

Success requires strong judgment, curiosity, ownership, and comfort with ambiguity. You will work closely with Product and Engineering, challenge and improve AI-generated analysis, and use every investigation not only to address the issue at hand, but to improve how GFX detects, prevents, and understands future customer problems.

This is a core technical-investigation role in the AI-native GFX operating model. The role independently works prioritized, AI-prepared and correlated customer tech issues signals and converts them into clear, high-quality Product/Engineering escalations and insights to reduce defects on Uber core products 

What you’ll do 

• Conduct technical reviews and deep-dive scrubs.
• Investigate important signals and correlated issue clusters using debugging, data, telemetry and investigation tools.
• Review and challenge AI-prepared reasoning and evidence to identify the root cause or confirm an existing diagnosis
• Distinguish bugs from expected behavior, support/process issues and Product/feature gaps.
• Use AI to expand findings while retaining ownership for the investigation outcome.
• Identify likely impacted product components and services.
• Synthesize multiple technical signals into stronger issue-level insights
• Assess customer/business impact and urgency.
• Create actionable Product/Engineering insights or escalation packages.
• Escalate the matter to the appropriate team to ensure timely resolution while maintaining a respectful and engaging interaction with stakeholders
• Facilitate and coordinate technical problem review meetings, bridging support and engineering teams
• Convert investigation learning into reusable knowledge and AI-improvement opportunities to improve detection of bugs or non bugs preventions
• Strong technical-investigation and analytical problem-solving capability.
• Working knowledge of supported Products/components and ability to quickly develop deeper context where needed.
• Ability to use debugging, data, telemetry and investigation tools to validate or challenge hypotheses.
• Strong judgment in distinguishing bugs, expected behavior, Product gaps and support/process issues.
• Ability to assess customer/business impact and translate findings into actionable Product/Engineering signals.
• AI fluency: effective use of conversational AI for analysis and evidence preparation while independently validating important conclusions.
• Strong written communication and structured issue storytelling.
• Ownership mindset, sound prioritization and ability to work independently on standard correlated signals.
• Curiosity and continuous-learning mindset, including converting investigation outcomes into reusable knowledge and AI feedback.

Basic Qualifications 

• 1+ year of experience in systems analysis, technical troubleshooting, or a related field.
• Intermediate data analysis and processing skills using SQL and spreadsheets with formulas.
• Strong stakeholder management, communication, and problem-solving skills.
• High school diploma or equivalent experience.

Preferred Qualifications 

• 6+ months in GFX or 2+ years equivalent Product/Tech Support experience
• Strong analytical problem-solving and investigation skills, including evidence validation and root-cause thinking.
• Ability to distinguish bugs, expected behavior, Product gaps, and support/process issues.
• Gen AI fluency, including ability to validate and challenge AI-generated analysis.
• Strong customer/business-impact judgment and attention to detail.
• Strong written and verbal English, with ability to create clear, actionable Product/Engineering insights.
• Strong ownership, stakeholder management, and cross-functional collaboration.
• Flexibility to support early, late, or weekend shifts as required.

For Phoenix, AZ-based roles: The base hourly rate amount for this role is USD $27.80 per hour.

You will be eligible to participate in Uber's bonus program, and may be offered other types of comp. All full-time employees are eligible to participate in a 401(k) plan. You will also be eligible for various benefits.