Senior Software Engineer, Self-Serve Intelligence

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. Every day, millions of riders and drivers depend on Lyft — and when something goes wrong, we want to make it right as fast as possible. The Self-Serve Intelligence team within Safety & Customer Care org is building the AI-powered systems that do exactly that: resolving rider and driver suboptimal experiences without agent involvement through intelligent solutions in AI Assist (e.g. AI Agents), automations, and self-serve workflows. We're building backend systems, APIs, and AI-powered products that fundamentally rethink how customers get help — combining robust engineering with GenAI to deliver reliable, scalable self-serve experiences. As a Senior Software Engineer on the Self-Serve Intelligence team, you will design, build, ship, and maintain backend services and AI-powered products (e.g. various AI Agents) that autonomously resolve customer suboptimal experiences. You'll own the full lifecycle — from system design and prototyping through production deployment and operational excellence — partnering with product, design, data science, and operations to deliver high-quality, reliable solutions at scale. Responsibilities: Design, build, ship, and maintain scalable backend services and GenAI-powered products (e.g. AI Agents) that resolve rider and driver suboptimal experiences autonomously Develop robust evaluation frameworks to measure and improve the quality and impact of GenAI-driven customer experiences Lead projects from idea to production, owning end-to-end system design, implementation, and operational health Write well-crafted, well-tested, readable, maintainable code Design and evolve APIs, data models, and service architectures that support rapid product iteration Rapidly adopt and integrate emerging AI capabilities to accelerate development velocity across the team Incorporate considerations for edge cases, failure modes, and business context into system design Participate in code and architecture reviews to ensure quality and distribute knowledge Own system reliability — monitor, debug, and improve service health, latency, and availability Proactively participate in resolving ongoing incidents Unblock, support, and effectively communicate across teams to achieve results Share your knowledge by giving brown bags, tech talks, and evangelizing engineering and AI best practices Experience: 5+ years of software engineering industry experience Strong backend engineering fundamentals — designing, building, and operating distributed systems and microservices in production Hands-on experience with LLMs, agentic workflows, or building AI Agents — we value depth of AI experience and treat it as a strong differentiator Track record of building, evaluating, and shipping GenAI or ML-powered products Experience defining API schemas and developing backend services in a microservices environment When facing an ambiguous problem or outside your expertise, you can quickly learn what you need to dig in, make sense of it, and start working toward a solution You're a great communicator who can advocate for your proposals while empathizing with your teammates' goals and priorities You have a history of going out of your way to help your fellow engineers be more productive It would be a huge plus to have: Strong proficiency in Python Experience with AI agent frameworks, prompt engineering, or model evaluation pipelines 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