Support Ops Analyst, Overnight

Lyft; Ciudad de México; Híbrido; USD 30,000 - 45,000; Jornada completa

Descripción de la vacante

A leading transportation company in Mexico City is seeking a Bikeshare Analyst to support operations by addressing technical queries from operators. The role requires a Bachelor's in Computer Science, at least 3 years of customer service experience, and fluency in English and Spanish. This is a hybrid position with in-office work expected 3 days a week.

Servicios

Flexible work-from-home policy

Collaborative office environment

Formación

• Minimum of 3 years of experience in technology and customer service roles.
• Strong ability to solve system-related issues promptly.
• Fluent in spoken and written English and Spanish.

Responsabilidades

• Act as the primary point of contact for operators and troubleshoot system issues.
• Collaborate with cross-functional teams for technology-related processes.
• Prepare and train operators in system usage.

Conocimientos

Customer service orientation

Troubleshooting

Documentation writing

Project management

Collaborative teamwork

Educación

Bachelor’s degree in Computer Science or related field

Herramientas

Jira

Linux/UNIX

AWS

GCP

SQL

Descripción del empleo

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.

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.

Our Montreal office developed the first automated bikeshare system in America, a system that has since deployed in multiple cities around the world (London, Montreal, New York, San Francisco to name a few). These are also some of the biggest bike-share systems in the world!

Montreal 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

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 following the establishment of a Lyft office in Mexico City — 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. Additionally, hybrid roles have the flexibility to work from anywhere for up to 4 weeks per year. #Hybrid

Please submit your resume in English.