Own the technical direction and execution of Lime’s CX Automation platform, spanning self-service, AI-driven decision-making, and human-in-the-loop workflows.
Architect and build scalable backend systems that integrate internal APIs and third-party platforms to automate high-volume rider issues and reduce manual support effort.
Design and operate decision engines and automation workflows that take real actions (e.g. ending trips, issuing refunds) with clear guardrails for fraud, abuse, and rider trust.
Partner with Product and CX Operations to translate support policies and edge cases into executable automation logic, prioritizing work based on volume, cost impact, and risk.
Drive foundational platform investments (e.g., API coverage, workflow infrastructure, observability) required to scale automation reliably.
Measure and improve automation effectiveness using data.

6+ years of professional software engineering experience with a track record of owning and operating production systems at scale.
Strong backend engineering experience building reliable, scalable services and APIs that support high-volume, customer-facing workflows.
Experience building applied AI or automation systems in production, including decision logic, workflow orchestration, or human-in-the-loop processes (deep ML research experience is not required).
Demonstrated ability to set technical direction and drive multi-quarter initiatives, making sound architectural and tradeoff decisions in complex, ambiguous environments.
Proven judgment in designing systems with real-world constraints, including cost efficiency, operational risk, abuse prevention, and customer trust.
Clear and effective communicator who can collaborate across Product, Operations, and Engineering to solve business problems.

Staff Applied ML Engineer – Rider

Key skills