End User Services Engineer II

Job not on LinkedIn

🔥 1 minute ago

🇺🇸 United States – Remote

💵 $91k - $169k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👷🏻‍♀️ Engineer

🦅 H1B Visa Sponsor

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Life360

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2008

👥 B2C

📡 Telecommunications

💰 Post-IPO Equity on 2022-11

B2C • Safety • Telecommunications

Life360 is a leading family safety app that offers a comprehensive suite of services for location and digital safety. With Life360, users can effortlessly share their location, track their phones, and manage driving safety measures, including crash detection and 24/7 roadside assistance. The app includes features for digital safety, such as identity theft protection and SOS alerts, ensuring protection and prevention for each family member. Life360's plans, which include free, Gold, and Platinum options, are designed to accommodate various needs, offering peace of mind with advanced safety and coordination tools. The app is trusted by millions of users and is highly rated on app stores for its efficiency and reliability in connecting family members and ensuring their safety.

📋 Description

• Own the end-user experience and define and measure employee satisfaction, time to resolution, and effort • Lead the shift to self-service through request catalogs, guided flows, and automations • Build and expand AI agents and scripting/API-based automation with safe defaults, verification, and human approval where needed • Serve as the escalation point for complex identity, access, and device issues • Fix root causes and reduce recurring problems • Create and maintain SLAs and keep support queues healthy through accurate categorization and fast triage • Use ticket data to identify patterns and remove recurring causes • Maintain accurate, structured knowledge bases and runbooks • Coach and mentor front-line Support Analysts • Manage and automate joiner, mover, and leaver lifecycles • Manage hardware inventory and forecast device needs • Co-own access administration and conduct quarterly access reviews with Information Security • Link Corporate Engineering with teams across Life360 and improve request routing

🎯 Requirements

• Experience in a senior or lead support, end-user services, or end-user computing role, ideally at a remote-first or distributed company • Hands-on experience with identity and access management, including single sign-on, multi-factor authentication, and provisioning • Experience managing macOS and Windows devices through modern device management • Experience building or rolling out self-service request catalogs, guided workflows, or ticket-reducing automation • Proficiency with scripting such as Python, Bash, or PowerShell • Experience working with APIs to automate IT workflows • Experience building or managing AI agents or AI-assisted support tooling • Experience maintaining accurate knowledge used by people and AI agents • Experience coaching or mentoring support teammates • Experience improving queue health through metrics and process changes • Security-first judgment and comfort partnering with Security and Compliance teams • Clear written communication and documentation skills • Bachelor’s degree or equivalent experience • Preferred: experience designing or improving employee-facing Corporate Engineering or IT service experiences using data • Preferred: experience with IT asset management and hardware forecasting • Preferred: familiarity with automated user provisioning, SaaS license management, and access review or audit support • Preferred: IT service management certification such as ITIL

🏖️ Benefits

• Medical, dental, vision, life and disability insurance plans (100% paid for employees) • Paid parental leave • 401(k) plan with company matching program • Mental Wellness Program & Employee Assistance Program (EAP) for mental well-being • Flexible PTO • Companywide holidays throughout the year plus summer and winter shutdowns • Learning & Development programs • Equipment, tools, and reimbursement support for a productive remote environment • Free Life360 Platinum Membership and Tile trackers • Restricted Stock Units (RSUs) as part of total compensation

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