Uber's Customer Obsession team is seeking a Staff ML Engineer to develop and scale an autonomous support agent that addresses customer issues comprehensively. The role focuses on leveraging advanced AI techniques, particularly in GenAI, to enhance customer service through reliable and cost-effective solutions. Candidates will work on architecting agentic systems and driving automation at scale while mentoring other engineers. This position offers the opportunity to push the boundaries of AI in customer support.

• 7+ years of experience building production ML/AI systems.
• 2+ years of experience leading complex ML initiatives end-to-end.
• Deep expertise in LLM-driven systems including inference optimization and safety guardrails.
• A track record of shipping customer-facing intelligent experiences with measurable impact.
• Bachelor's Degree or above in Computer Science or a related field.

• Own the end-to-end agent architecture including planning and execution loops.
• Build next-generation retrieval and reasoning pipelines for the agent.
• Establish evaluation metrics that matter for performance assessment.
• Drive automation at scale by collaborating with Product, Design, and Operations teams.
• Mentor and lead multiple engineering pods while setting technical strategies.

• Employees at Uber are often offered comprehensive health, life, disability, and mental wellness benefits, along with wellbeing stipends, travel medical coverage, and monthly Uber credits for Rides and Eats. Employees also get generous paid parental leave, flexible time off, and family-planning support so they can care for themselves and their families at every stage.