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Service Team Analyst IV - Technical Component Specialist - Earner Products

Uber • San Francisco, CA, US • published 2026-11-04 15:16:16.144455

Description

**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. Technical Component Specialists (TCS) do not own daily investigation volume. Their unit of work is the component across its lifecycle: architecture, expected behavior, dependencies, releases, failure modes, supportability, recurring findings and Product/Engineering improvement. Reactive work (PagerDuty rotation, critical\-escalation support, QA reviews) is kept to about 15% of time so the role stays focused on proactive component o...

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