Support Systems Architect

Lyft

  • Full Time

At Lyft, our mission is to improve people’s lives with the world’s best transportation. To do this, we start with our own community by creating an open, inclusive, and diverse organization. Community is what we are and it’s what we do. It’s what makes us different. To create the best ride for all, we start in our own community by creating an open, inclusive, and diverse organization where all team members are recognized for what they bring. Lyft Support’s mission is to provide fast, efficient, fair, and consistent resolution to any issue a customer has on the Lyft Platform. To do this, we need stable, scalable, and responsive support tools that enable agents to provide world-class support to Lyft’s community.

As a System Architect, you’ll be responsible for the design, configuration, and maintenance of our support tooling. The health and the performance of these systems are critical to providing customers effortless access to help through self-service in the Lyft app or as solved by a Customer Experience associate. To do this, you’ll collaborate with program and engineering stakeholders from many teams across Lyft. This position requires a person with strong systems-thinking skills who loves solving problems and that takes pride when a system is stable.

Responsibilities:

  • Serve as primary driver and technical lead for the design and continuous improvement of our support systems (e.g., the configuration of new workflows or routing in Zendesk or Twilio Flex) related to new launches or business changes.
  • Drive requirements gathering, solutions definition, testing, and technical execution for emergent and complex use cases across our support systems.
  • Provide multi-tier support and collaborate with internal customers, engineers, and IT team members.
  • Provide technical consulting and business strategy services to internal teams as it pertains to use of Lyft’s internal associate tools.
  • Create and manage processes that establish quality standards for the system architecture team, inclusive of pre-launch testing approaches and post-launch data monitoring.
  • Create a continuous improvement roadmap through close monitoring of data and the proactive intake of stakeholder input. 
  • Review the system architecture strategy of other members of the team and aid in testing.
  • Develop and maintain documentation and training materials that supports best practices around use of existing and new tools.

Experience:

  • BA or BS in a technical field is preferred, but not required. Associates or technical vocational degrees are also considered.
  • 4+ years experience administering, troubleshooting, and CRM tools & technologies (Zendesk experience a plus). 
  • Demonstrated capability defining configuration options for hardware, software, and network requirements to ensure optimal system performance (Twilio Flex experience preferred but not required).
  • Background in IT and systems administration in a startup environment preferred
  • Experience with disaster prevention and recovery best practices
  • Experience using issue tracking and documentation tools like JIRA or Confluence
  • Commitment to quality, accuracy and consistency
  • Commitment to teamwork and proven ability to collaborate across cross-functional teams
  • Quick thinking self-starter who is comfortable with ambiguity and change
  • Ability to work under pressure and adapt quickly to high pressure situations

Benefits:

  • Great medical, dental, and vision insurance options
  • Mental health benefits
  • Family building benefits
  • In addition to 12 observed holidays, salaried team members have unlimited paid time off, hourly team members have 15 days paid time off
  • 401(k) plan to help save for your future
  • 18 weeks of paid parental leave. Biological, adoptive, and foster parents are all eligible
  • Pre-tax commuter benefits
  • Lyft Pink – Lyft team members get an exclusive opportunity to test new benefits of our Ridership Program

For candidates living in Colorado the expected base pay range is $82,280-$101,200 and depending on a variety of non-discriminatory factors, including qualifications, experience and geographic location.

This role is work-from-anywhere, excluding the following states and territory: Alabama, Arkansas, Delaware, Iowa, Kansas, Maine, Mississippi, Nebraska, New Hampshire, North Dakota, Oklahoma, South Dakota, West Virginia, Wyoming, Puerto Rico

Lyft is an equal opportunity/affirmative action employer committed to an inclusive and diverse workplace. 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 or any other basis prohibited by law. We also consider qualified applicants with criminal histories consistent with applicable federal, state and local law.  

Until further notice, Lyft employees working in the United States and Canada in any capacity (on a daily or hybrid schedule, remote, or as a visitor) are required to provide proof of full vaccination against COVID-19. Employees are considered fully vaccinated two weeks after completion of the entire recommended series of vaccination (usually one or two doses) with a vaccine authorized to prevent COVID-19 by the federal Food and Drug Administration (FDA), including by way of an emergency use authorization. Lyft will maintain records associated with your vaccination history in a way that is compliant with all relevant Federal, state and local laws. Exceptions to this requirement are employees who require religious or medical exemption as approved through Lyft's accommodations process. New employees must provide proof of full vaccination or receive an accommodation exception approval prior to their start date.