Staff Software Engineer

At Lyft, our purpose is to serve and connect. We aim to achieve this by cultivating a work environment where all team members belong and have the opportunity to thrive.

The Global Support & Partnerships team is a critical and unique part of helping Lyft succeed in our purpose to Serve and Connect. We support Lyft's international growth by developing integration platforms that seamlessly link global customers to an exceptional customer care experience.

We go beyond simply supporting customers; we build the foundational infrastructure that turns every support interaction into a moment of genuine connection. Whether supporting our established North American community or welcoming new users worldwide, we ensure a unified, reliable, and efficient experience for riders, drivers, applicants and support agents alike.

We are looking for an experienced technical leader who can support our global ambition by designing, owning, and scaling the Global Support Platform.

Responsibilities:

• Set the technical vision and strategy for a rapidly evolving product area, making high-judgment calls on architecture and technology direction
• Drive the adoption of AI and machine learning solutions to optimize customer support workflows and enhance operational efficiency across the platform.
• Lead a team of talented engineers who ship code and tackle hard engineering problems, maintaining a high bar for technical excellence
• Translate high-level business goals into actionable engineering projects. Own the technical roadmap from conception to delivery, managing cross-team dependencies and mitigating risks.
• Drive the responsible adoption of AI development tools across engineering teams - modeling effective use, establishing best practices, and mentoring engineers to improve productivity without compromising code quality or security.
• Champion improvements in system, observability, performance, and tech debt reduction, extending your influence beyond your immediate team.
• Establish best practices for deployment, alerting, and on-call health. Take holistic ownership of the platform's stability, tracking down issue root causes and building preventive safeguards for your immediate scope and beyond.
• Drive alignment across product, design, and operations. Proactively resolve bottlenecks and make decisive trade-offs to protect system architecture from competing organizational priorities.
• Mentor and level up the engineers around you. Delegate stretch opportunities, lead cross-team reviews, and foster a culture of strong technical excellence.

Experience:

• 8+ years of software engineering industry experience with a track record of architecting and delivering large-scale backend systems in production
• Demonstrated experience setting technical direction for a product or platform area, including a