Operations Support Analyst

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.

Since 2020, Lyft Mexico has been building its team and in May 2022, we opened an office in the heart of Mexico City. We have grown to nearly 200 team members across key business areas in the country, and we are looking to continue growing by providing team members with the best work experience.

Lyft knows that transportation isn’t just about cars, it’s about enjoying the ride no matter the method. That’s why in 2018, Lyft leaned in to bikeshare in order to provide mobility solutions that people love and cities need.

Lyft is looking for a Bikeshare Analyst on its Support Operations team. This team provides support on a wide range of technical topics and acts as a bridge to engineering for our customers. Our customers include our operators, International clients (including Bixi), marketing teams, rider support agents, product, policy teams as well as other internal customers. In this role, you’ll triage and investigate issues, then solve via direct action by you to keep our business running smoothly.

Responsibilities:

• Act as the primary point of contact for our operators, promptly addressing their queries and troubleshooting any system-related issues they encounter.
• Bridge information between our customers, our engineering teams and between departments
• Collaborate with cross-functional teams to implement and refine technology-related operational processes
• Plan and execute system upgrades with our cross functional teams
• Install, configure, monitor, update, and conduct log analysis on various components of our technology stack
• Provide feedback to the product and engineering teams based on encountered issues and suggest potential enhancements to our systems
• Support our international partners with system configuration 
• Prepare and train our operators in operating our system
• Able to lead large projects from idea to successful execution

Experience:

• Preferred Bachelor’s in Computer Science or related field
• Minimum of 3 years of experience in technology and customer service roles
• Experience or exposure to distributed systems
• Experience working with databases, relational or SQL
• Experience with ticketing systems (Jira is preferred)
• Experience with Linux/UNIX
• Experience in managing cloud infrastructure (e.g., AWS, GCP)
• Strong customer service orientation
• Ability to thrive in a startup environment
• Capable of writing thorough, scalable, and clear documentation
• Must be fluent in spoken and written English and Spanish

This role will be in-office on a hybrid schedule if an established Lyft Location is available to the Mexico City region — Hybrid Team Members will be expected to work in the office 3 days per week on Mondays, Thursdays and a team-specific third day. Additionally, hybrid roles have the flexibility to work from anywhere for up to 4 weeks per year.