Technical Performance Specialist

About Us

Udacity is on a mission of forging futures in tech through radical talent transformation in digital technologies. We offer a unique and immersive online learning platform, powering corporate technical training in fields such as Artificial Intelligence, Machine Learning, Data Science, Autonomous Systems, Cloud Computing and more. Our rapidly growing global organization is revolutionizing how the enterprise market bridges the talent shortage and skills gaps during their digital transformation journey.

Udacity's mission is to democratize education. We're an online learning platform offering groundbreaking education in artificial intelligence, machine learning, robotics, virtual reality, and more fields. Focused on self-empowerment through learning, Udacity is making innovative technologies such as self-driving cars available to a global community of aspiring technologists while enabling learners at all levels to skill up with essentials like programming, web, and app development. Udacity is looking for people to join our Mentor Ops team. If you love a challenge and truly want to make a difference in the world, read on!

Are you passionate about learning and helping others learn? Do you find people management and mentoring rewarding? Are you technically sound and eager to learn about different technologies? Do you thrive in a fast-paced environment with a diversity of intellectual challenges? We are looking for you!

Responsibilities:

• Technical skills of new mentors: Responsible for selecting technically strong mentors who can provide superlative services (Project reviews and answers on the Knowledge platform) to students 
• Technical quality of Services: Responsible for deploying processes to ensure that new and existing mentors are providing high-quality, technically accurate services to the students
• Mentor classification: Direct ownership of validating whether any mentor is a low, medium, or high performer. The validation exercise to encompass all data related to mentor performance, including students' ratings, P2P audit scores, and data collected by manually checking the quality of services

High-performing mentors: Build and lead a community of technically skilled, high-performing mentors who would serve as technical experts for an array of Nanodegree programsOngoing Technical certification: In a scalable manner, build technical certification modules for the mentors to strengthen their technical skills and develop the competency to support students in a better manner

• Technical Mentor Ops processes: Ensure timely execution of parts of Mentor ops processes that need a technical understanding of concepts. Methods include getting higher-quality answers to the students through mentors and plagiarism investigations. 
• Select and onboard Session lead: Identifying high-performing and technical strong Session leads who would be taking virtual connect sessions for the Enterprise and Scholarship clients 
• New Initiatives: Work closely with the rest of the Mentor Operations, Student Services, Product, Engineering, and Content teams to launch new programs and opportunities for  enterprise customers, students, mentors, and more

What are we looking for: 

• Technically strong bend of mind with eagerness to learn
• An intermediate proficiency in Python or a similar language and development experience. 
• Proficiency in data analysis, visualization, engineering, SQL, data Warehouses, data lakes, and data pipelines on both AWS and Azure.
• Exceptional ability to collect, analyze, and report on data
• Experience in designing, launching, and managing operational processes to drive processes at scale
• Proven experience in prioritizing and multitasking multiple urgent needs
• Intuition to guide Udacity mentors by encouraging best practices for tutoring and giving feedback
• Flexibility in using or learning to use different methods for tracking and conveying information, such as Zendesk, Google Docs, forums, online chat programs, and email

Ideal Candidate:

• Strong expertise in Python, SQL, NoSQL databases (e.g., MySQL, MongoDB), data visualization tools (e.g., Tableau), statistical analysis (using Python, R, scipy, statsmodels), and data manipulation libraries (e.g., pandas, dplyr).
• Proficient in data integration concepts, tools for building data pipelines (like Apache Airflow), and cloud platforms (e.g., AWS, Azure) for data services deployment.
• Knowledgeable in big data frameworks (e.g., Apache Hadoop, Apache Spark) for large-scale data processing and analysis.
• Strong Problem-solving skills
• Good at researching and troubleshooting technical issues
• Empathetic and a great mentor
• Excellent organizational skills and ability to meet deadlines
• Driven by data to constantly iterate and improve
• An excellent communicator who excels in listening, writing, and responding professionally
• A team player

Benefits:

Experience a rewarding work environment with Udacity's perks and benefits!

• At Udacity, we offer you the flexibility of working from home. We also have in-person collaboration spaces in Mountain View, Cairo, Dubai and Noida and continue to build opportunities for team members to connect in person
• Flexible working hours
• Paid time off
• Comprehensive medical insurance coverage for you and your dependents
• Employee wellness resources and initiatives (access to wellness platforms like Headspace, Modern Health )
• Quarterly wellness day off
• Personalized career development
• Unlimited access to Udacity Nanodegrees

What We Do

Forging futures in tech is our vision. Udacity is where lifelong learners come to learn the skills they need, to land the jobs they want, and to build the lives they deserve.

Don’t stop there!  Please keep reading...

You’ve probably heard the following statistic: Most male applicants only meet 60% of the qualifications, while women and other marginalized candidates only apply if they meet 100% of the qualifications. If you think you have what it takes but don’t meet every single point in the job description, please apply! 

We believe that historically, many processes disproportionately hurt the most marginalized communities in society- including people of color, working-class backgrounds, women and LGBTQ people. Centering these communities at our core is pivotal for any successful organization and a value we uphold steadfastly.  Therefore, Udacity strongly encourages applications from all communities and backgrounds. 

Udacity is proud to be an Equal Employment Opportunity employer. Please read our blog post for “6 Reasons Why Diversity, Equity, and Inclusion in the Workplace Exists”

Last, but certainly not least…

Udacity is committed to creating economic empowerment and a more diverse and equitable world. We believe that the unique contributions of all Udacians is the driver of our success. To ensure that our products and culture continue to incorporate everyone’s perspectives and experience we never discriminate on the basis of race, color, religion, sex, gender, gender identity or expression, sexual orientation, marital status, national origin, ancestry, disability, medical condition (including genetic information), age, veteran status or military status, or any other basis protected by federal, state or local laws.

As part of our ongoing work to build more diverse teams at Udacity, when applying, you will be asked to complete a voluntary self-identification survey. This survey is anonymous, we are unable to connect your application with your survey responses. Please complete this voluntary survey as we utilize the data for diversity measures in terms of gender and ethnic background in both our candidates and our Udacians. We consider this data seriously and appreciate your willingness to complete this step in the process, if you choose to do so.