Senior Backend Engineer, Associate Experience Platform
About The Position
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.
Requirements
- 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)
Nice To Haves
- 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.
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
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
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
