End User Services Engineer II

This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of the end-user experience by defining and assessing employee satisfaction, time to resolution, and overall effort.

• Spearhead the transition to self-service through request catalogs, guided workflows, and automation.

• Develop and enhance AI agents alongside scripting/API-based automation, ensuring safe defaults, verification, and human approval when necessary.

• Act as the escalation point for intricate identity, access, and device challenges.

• Address root causes to minimize recurring issues.

• Establish and maintain SLAs while ensuring healthy support queues through precise categorization and prompt triage.

• Analyze ticket data to recognize patterns and eliminate recurring issues.

• Keep accurate and organized knowledge bases and runbooks.

• Provide coaching and mentorship to front-line Support Analysts.

• Oversee and automate the lifecycles of joiners, movers, and leavers.

• Manage hardware inventory and predict device requirements effectively.

• Co-manage access administration and perform quarterly access evaluations with the Information Security team.

• Connect Corporate Engineering with various teams across Life360 to enhance request routing.

⛳️ Requirements

• Proven experience in a senior or lead support, end-user services, or end-user computing position, preferably in a remote-first or distributed organization.

• Practical experience with identity and access management, including single sign-on, multi-factor authentication, and provisioning processes.

• Background in managing macOS and Windows devices through modern device management practices.

• Experience in developing or deploying self-service request catalogs, guided workflows, or automation that reduces ticket volume.

• Proficiency in scripting languages such as Python, Bash, or PowerShell.

• Familiarity with APIs to automate IT workflows effectively.

• Experience in creating or managing AI agents or AI-assisted support tools.

• Ability to maintain accurate knowledge bases utilized by both personnel and AI agents.

• History of coaching or mentoring support teammates.

• Proven ability to enhance queue health through metrics and process improvements.

• Strong security-minded judgment and comfort in collaborating with Security and Compliance teams.

• Excellent written communication and documentation abilities.

• Bachelor’s degree or equivalent work experience.

• Preferred: experience in designing or enhancing employee-facing Corporate Engineering or IT service experiences using data insights.

• Preferred: familiarity with IT asset management and hardware forecasting techniques.

• Preferred: experience with automated user provisioning, SaaS license management, and access review or audit support.

• Preferred: IT service management certification such as ITIL.

🏝️ Benefits

• Comprehensive medical, dental, vision, life, and disability insurance plans (fully covered for employees).

• Paid parental leave.

• 401(k) plan with a company matching program.

• Mental Wellness Program & Employee Assistance Program (EAP) focused on mental health support.

• Flexible Paid Time Off (PTO).

• Companywide holidays throughout the year, along with summer and winter shutdowns.

• Opportunities for Learning & Development programs.

• Provision of equipment, tools, and reimbursement support for an efficient remote work environment.

• Complimentary Life360 Platinum Membership and Tile trackers.

• Restricted Stock Units (RSUs) included as part of total compensation.