Support Analyst, Bikeshare

At Lyft, our mission is to improve people’s lives with the world’s best transportation. Imagine cities where streets are safe, communities thrive, and personal cars are a thing of the past. We envision a future where shared and active transportation modes are the norm, fostering vibrant, connected neighborhoods.

As a leader in micromobility, Lyft powers millions of rides daily across over 200 cities with our cutting-edge ride-sharing, bike-sharing, and scooter-sharing technologies. Our Montreal office is the birthplace of North America's first automated bike-share system, Bixi, which has since revolutionized urban mobility. Today, our pioneering system is operational in more than 50 cities worldwide, including Barcelona, Bogota, Boston, Buenos Aires, Chicago, Dubai, London, Madrid, Mexico City, Montreal, New York, Rio de Janeiro, San Francisco, and Washington DC, to name just a few. Join us and be part of the team behind some of the world's largest and most successful bike-share systems!

We are 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:

• Respond to our operators’ questions related to our system and problems with the system
• Bridge information between our customers, our engineering teams and between departments
• Work on implementing and improving technology-related operational processes
• Plan and execute system upgrades with our cross functional teams
• Install, configure, monitor, update and perform log analysis on various components of our stack
• Provide feedback to the product and engineering teams relative to problems encountered and possible improvements to our systems
• Support our international partners in configuration of the systems
• Prepare and train our operators in operating our system
• Able to lead large projects from idea to positive execution

Experience:

• Preferred Bachelor’s in Computer Science
• 3+ years of experience in technology and customer service
• 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 with GitHub
• Experience with cloud infrastructure (AWS, GCP, etc)
• Strong customer service orientation
• Ability to thrive in a startup environment
• Ability to write thorough, scalable and clear documentation
• Must be fluent in spoken and written English and French

Benefits:

• Extended health and dental coverage options, along with life insurance and disability benefits
• Mental health benefits
• Family building benefits
• Access to a Health Care Savings Account
• In addition to provincial observed holidays, team members get 15 days paid time off, with an additional day for each year of service 
• 4 Floating Holidays each calendar year prorated based off of date of hire
• 10 paid sick days per year regardless of province
• 18 weeks of paid parental leave. Biological, adoptive, and foster parents are all eligible

Lyft proudly pursues and hires a diverse workforce. Lyft believes that every person has a right to equal employment opportunities without discrimination because of race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, marital status, family status, disability, pardoned record of offences, or any other basis protected by applicable law or by Company policy.  Lyft also strives for a healthy and safe workplace and strictly prohibits harassment of any kind.  Accommodation for persons with disabilities will be provided upon request in accordance with applicable law during the application and hiring process.  Please contact your recruiter now if you wish to make such a request.

This role will be in-office on a hybrid schedule — 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. #Hybrid