Job Description
At Lyft, our purpose is to Serve and Connect. To do this, we start with our own community by creating an open, inclusive, and diverse organization.
The Associate Experience team is at the heart of transforming how Lyft delivers world-class customer support at scale. We’re looking for passionate, driven engineers to build the next-generation platform that empowers thousands of customer care agents to deliver exceptional, personalized support experiences. Unlike most companies racing to replace human support with AI, we’re building something more sophisticated: a unified platform where agents work alongside AI copilots powered by LLMs, turning complex customer issues into moments of genuine connection that drive long-term loyalty.
The Associate Platform team is responsible for a multi-year infrastructure transformation - consolidating fragmented vendor systems into a homegrown case management platform integrated with intelligent agent copilot capabilities that leverage LLM technology to provide real-time guidance, context, and decision support. You’ll be working on challenges that span distributed systems at scale, real-time data streaming, AI/LLM integration, omnichannel vendor platform engineering, agent productivity tooling, and building mission-critical systems that must never fail. This isn’t just engineering - it’s defining how millions of support interactions happen across chat, voice, and email while pioneering the future of human-AI collaboration in customer support. You’ll own critical systems end-to-end, influence product strategy, integrate cutting-edge AI capabilities, and ship infrastructure that directly impacts both agent efficiency and customer satisfaction. If you’re excited about solving hard technical problems at the intersection of distributed systems and AI while making a tangible difference in how people experience customer care, this might be the role for you.
Responsibilities:
- Design, develop, deploy, monitor, operate and maintain existing or new elements of our systems and infrastructure
- Collaborate with engineers and partners in science & product to drive projects from inception, specification, execution, or to launch
- Design and own the way real-time data is consumed, stored, and shared with the entirety of Lyft
- Write well-crafted, well-tested, readable, maintainable code
- Participate in code reviews to ensure code quality and distribute knowledge, including Open-Source projects
- Share your knowledge by giving brown bags, tech talks, and evangelizing appropriate tech and engineering best practices
Experience:
- 5+ years of software engineering industry experience
- BS/MS or equivalent in Computer Engineering, Computer Science, or related field or relevant work experience
- Experience in backend software development of large-scale distributed systems
- Understanding of distributed systems concepts and principles (consistency and availability, liveness and safety, durability, reliability, fault-tolerance, consensus algorithms, etc)
Bonus Points:
- Passionate about improving customer service for the rideshare industry
- Experience in Machine Learning or LLM post training.
- Experience working with contact center services, such as Amazon Connect.
Benefits:
- Great medical, dental, and vision insurance options with additional programs available when enrolled
- Mental health benefits
- Family building benefits
- Child care and pet benefits
- 401(k) plan with company match to help save for your future
- In addition to 12 observed holidays, salaried team members have discretionary paid time off, hourly team members have 15 days paid time off
- 18 weeks of paid parental leave. Biological, adoptive, and foster parents are all eligible
- Subsidized commuter benefits
- Monthly Lyft credits and complimentary Lyft Pink membership
Lyft is an equal opportunity employer committed to an inclusive workplace that fosters belonging. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, age, genetic information, or any other basis prohibited by law. We also consider qualified applicants with criminal histories consistent with applicable federal, state and local law.
Lyft highly values having employees working in-office to foster a collaborative work environment and company culture. This role will be in-office on a hybrid schedule — Team Members will be expected to work in the office 3 days per week on Mondays, Wednesdays, and Thursdays. Lyft considers working in the office at least 3 days per week to be an essential function of this hybrid role. Your recruiter can share more information about the various in-office perks Lyft offers. Additionally, hybrid roles have the flexibility to work from anywhere for up to 4 weeks per year. #Hybrid
The expected base pay range for this position in the New York area is $148,000 - $185,000, not inclusive of potential equity offering, bonus or benefits. Salary ranges are dependent on a variety of factors, including qualifications, experience and geographic location. Your recruiter can share more information about the salary range specific to your working location and other factors during the hiring process.
