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Developer Support Lead, Self-Driving

Software, Advanced Technologies Group
in Pittsburgh, Pennsylvania

About the Role:

Help keep our development teams productive. We're building a developer support engineering team to complement our developer experience & platform group. We want you to lead this team and provide tier 1 support via online chat and ticket tracking systems to our customers: the software developers at Uber ATG working on self-driving cars.

Responsibilities will include assisting developers with technical questions related to tooling and process, directing customers to existing documentation, identifying gaps in our tooling/support process, and escalating emergent issues to the developer experience engineering teams.

What You'll Do

  • Lead team of developer support specialists focused on providing tier 1 support to our software developers at ATG
  • Assist developers with technical questions related to tooling and process
  • Create documentation and training materials to help our developers succeed and learn new tools
  • Nurture the careers of your team and be responsible for hiring and growing the developer support team

What You'll Need

  • Excellent written communication skills
  • Able to diagnose technical issues related to software, machine configuration, and connectivity
  • Basic software development knowledge and experience i.e. you can articulate basic differences between programming languages such as Python and C++
  • Able to break problems down into basic components and identify steps to reproduce issues
  • Desire to continuously learn and grow technically to better support our developers
  • People management experience: You have the management playbook to nurture careers, manage under- and over-achievers, influence cross-functional teams, and recruit and build teams.
  • Fast learner: thrive on new challenges and ideas in the software development tools and process space.
  • Action: You think a working proof-of-concept is the best way to make a point, and you thrive on the belief that quality doesn't have to be compromised to achieve speed - you can have both at the same time.
  • Team player mentality: You believe that you can achieve more on a team - that the whole is greater than the sum of its parts.
  • 5 Minimum Years of Experience with Technical Support
  • 3 Minimum Years of Experience Managing and Leading Teams

Bonus Points

  • Past experience in support ops or a similar technical role
  • Previous usage of Zendesk or other support-oriented ticketing system
  • Hands-on experience with git or other version control software, Phabricator, and/or Github
  • Comfort with Linux command line tools, Ubuntu, and Mac OS
  • Familiarity with basic software workflows and testing practices

About the Team

At the Advanced Technologies Group (ATG), we are building technologies that will transform the way the world moves. Our teams in Pittsburgh, San Francisco, Boulder, and Toronto are dedicated to mapping, software and hardware development, vehicle safety, and operations for self-driving technology. Our teams are passionate about developing a self-driving system that will one day move people and things around more safely, efficiently, and cost-effectively.

At Uber, we believe technology has the power to make transportation more efficient, accessible, and safer than ever before. Self-driving technology has the potential to make these benefits an everyday reality for our customers, but it's not going to happen overnight. Building best-in-class self-driving technology will take time, and safety is our priority every step of the way. Operating inclusively and transparently, while displaying responsible behavior in a structured development are critical to safety. We at ATG seek candidates who will role model these values.

At Uber, we ignite opportunity by setting the world in motion. We take on big problems to help drivers, riders, delivery partners, and eaters get moving in more than 600 cities around the world.

We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let's move the world forward, together.