<p>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.</p> <p>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.<br><br>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. </p> <p>We are looking for an experienced technical leader who can support our global ambition by designing, owning, and scaling the Global Support Platform.</p> <h2><strong>Responsibilities:</strong></h2> <ul> <li>Set the technical vision and strategy for a rapidly evolving product area, making high-judgment calls on architecture and technology direction</li> <li>Drive the adoption of AI and machine learning solutions to optimize customer support workflows and enhance operational efficiency across the platform.</li> <li>Lead a team of talented engineers who ship code and tackle hard engineering problems, maintaining a high bar for technical excellence</li> <li>Translate high-level business goals into actionable engineering projects. Own the technical roadmap from conception to delivery, managing cross-team dependencies and mitigating risks.</li> <li>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.</li> <li>Champion improvements in system, observability, performance, and tech debt reduction, extending your influence beyond your immediate team.</li> <li>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.</li> <li>Drive alignment across product, design, and operations. Proactively resolve bottlenecks and make decisive trade-offs to protect system architecture from competing organizational priorities.</li> <li>Mentor and level up the engineers around you. Delegate stretch opportunities, lead cross-team reviews, and foster a culture of strong technical excellence.</li> </ul> <h2><strong>Experience:</strong></h2> <ul> <li>8+ years of software engineering industry experience with a track record of architecting and delivering large-scale backend systems in production</li> <li>Demonstrated experience setting technical direction for a product or platform area, including authoring architecture docs and driving alignment across senior stakeholders</li> <li>Deep expertise in designing and operating distributed systems — microservices, event-driven architectures, and high-throughput APIs at scale</li> <li>Strong proficiency in one or more backend languages (Python, Go, Java, C#, or similar) and a solid understanding of performance, concurrency, and reliability tradeoffs</li> <li>Experience working with public cloud platforms (e.g., AWS, GCP, Microsoft Azure) and modern container orchestration technologies (e.g., Kubernetes, Docker, cri-o).</li> <li>Proven ability to lead and influence a team of engineers, including setting technical standards, running design reviews, and unblocking execution</li> <li>Excellent written and verbal communication skills — able to represent the team s technical strategy clearly to leadership and align cross-functional partners</li> </ul> <h2><strong>Nice to have:</strong></h2> <ul> <li>Full-stack versatility: while the role is server-f

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