Sr. Staff Software Engineer - Customer Obsession

About the Role

The Customer Obsession (CO) team is looking for a strong Sr Staff 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.

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

Technical Leadership:

1. Design and develop scalable, fault-tolerant systems to support customer interactions globally.
2. Set technical direction for large-scale projects, ensuring alignment with Uber's overall engineering and business objectives.

Collaboration & Mentorship:

1. Partner with cross-functional teams, including Product, Data Science, and Operations, to define requirements and deliver impactful solutions.
2. Mentor and coach junior engineers, fostering a culture of technical excellence and continuous learning.
3. Collaborate with global engineering teams to ensure seamless integration and consistent user experiences.

Problem Solving & Innovation:

1. Identify bottlenecks in the customer support lifecycle and propose innovative solutions.
2. Leverage emerging technologies to enhance the efficiency of tools used by customer support agents.
3. Drive initiatives to improve system performance, reliability, and cost-effectiveness.

Ownership & Execution:

1. Own the development and delivery of critical systems from inception to production.
2. Establish best practices for coding, deployment, and incident management within the team.
3. Work closely with leadership to prioritize and manage engineering roadmaps.

---- Basic Qualifications ----

1. PhD or equivalent in Computer Science, Engineering, Mathematics or related field
2. Programming language (e.g. C, C++, Java, Python, or Go)
3. Experience with full-stack large scale, distributed systems
4. Strong problem-solving skills, with expertise in algorithms, data structures, and complexity analysis
5. Excellent written and verbal communication skills, including the ability to write detailed technical documents.
6. Passion for driving continual improvement initiatives on engineering best practices like coding, testing or monitoring, deployment and post production practices.

---- Preferred Qualifications ----

1. Experience in applying AI-powered tools and frameworks in line with modern industry practices and innovation trends.
2. Customer service and engagement tech experience
3. Experience working with distributed teams
4. Product engineering
5. Scalability engineering
6. Deep, industry leading expertise in one or more technology domains and are the "-to" person for one or more areas of their business.

For Sunnyvale, CA-based roles: The base salary range for this role is USD$257,000 per year - USD$285,500 per year.

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's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuels progress. What moves us, moves the world - let's move it forward, together.

Uber is proud to be an Equal Opportunity 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.