End User Services Engineer II

The role

You will own the end-user experience by designing self-service workflows and building AI agents and automation. You will serve as a senior escalation point for identity, access, and device issues while coaching front-line support staff.

What you will do

• Define and measure the end-user experience
• Design request catalogs, guided flows, and automations for self-service
• Build and expand AI agents and automation using scripting and APIs
• Serve as the escalation point for identity, access, and device issues
• Create and maintain service level agreements (SLAs)
• Keep the knowledge base and runbooks accurate
• Coach and mentor front line Support Analysts
• Manage the joiner, mover, and leaver lifecycle
• Manage hardware inventory and forecast device needs
• Refine how requests route to the right owners

Required qualifications

• Experience in a senior or lead support, end-user services, or end-user computing role
• Hands-on grounding in identity and access management (single sign-on, multi-factor authentication, provisioning)
• Experience managing macOS and Windows devices through modern device management
• Experience building or rolling out self-service
• Proficiency with scripting (e.g., Python, Bash, or PowerShell) and working with APIs
• Experience building or managing AI agents or AI-assisted support tooling
• Experience coaching or mentoring support teammates
• Security-first judgment
• Clear written communication and documentation
• Bachelor’s degree or equivalent experience

Nice to have

• Experience designing or improving an employee-facing Corporate Engineering or IT service experience using data
• Experience with IT asset management and hardware forecasting
• Familiarity with automated user provisioning, SaaS license management, and access review or audit support
• IT service management certification (e.g., 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)
• 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

Before you apply

• AI tool usage during interviews varies by role
• You may be asked to demonstrate proficiency with AI tools, discuss how you leverage AI, or complete interview exercises without AI assistance
• Undisclosed use of AI not previously discussed or approved by your Recruiter may impact your candidacy

About the company

Life360 is a Remote-First company with more than 500 remote-first employees. Its mission is to keep people close to the ones they love through mobile apps and tracking devices.