About this role
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.
Safety & Customer Care (SCC) is a critical and unique part of helping Lyft succeed in our purpose to Serve and Connect. Our rider and driver apps cannot anticipate every situation, as real-world conditions—from user behavior to traffic patterns—are inherently unpredictable. This is where SCC steps in, transforming real-world challenges into seamless support that delivers swift, reliable, and personalized solutions. In many cases, SCC is Lyft’s last line of defense in turning a negative experience into a positive one, fostering brand love and trust.
Our vision transforms every support interaction into a moment of genuine connection. We go beyond simply serving customers—we truly connect with them, building lasting loyalty and trust. This vision comes to life through several essential themes: pairing AI agents with human agents who are specially trained to build personal relationships, anticipating and solving problems the moment they arise, weaving intelligent technology throughout our platform – offering real-time guidance exactly when customers need it – and creating unexpected moments of delight that exceed expectations, turning customers into evangelists.
Responsibilities:
- Shape the long-term architecture forsystems, taking accountability for both short-term functionality and long-term health.
- Translate high-level business goals into actionable engineering projects. Own the technical roadmap from conception to delivery, managing cross-team dependencies and mitigating risks.
- 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.
- Serve as a dependable, high-bar interviewer and active participant in Lyft’s broader internal engineering community.
Experience:
- 8+ years of software engineering industry experience, with a proven track record of technical leadership and system ownership.
- Deep expertise in designing, debugging, and running fault-tolerant, highly available, large-scale distributed systems.
- Demonstrated experience driving technical roadmaps, managing cross-team dependencies, and influencing system architecture at an organizational level.
- Solid knowledge of distributed systems, relational databases, and NoSQL databases.
- Experience working with public cloud platforms (e.g., AWS, GCP, Microsoft Azure) and modern container orchestration technologies (e.g., Kubernetes, Docker, cri-o).
- Ability to communicate complex technical trade-offs effectively to both technical and non-technical stakeholders.
Benefits:
- Professional and stable working environment.
- The latest technology and equipment you need.
- Potential to work remotely, including out of country (dependent on work authorizations).
- 28 calendar days for vacation and up to 5 paid sick days.
- 18 weeks of paid parental leave. Biological, adoptive and foster parents are all eligible.
- Mental health benefits.
- Family building benefits.
This role is fully remote in Ukraine, however, employees are required to live and work in Ukraine in order to be qualified for this position. #Remote