Own the end-user experience: define what “delightful” means for our employees, measure it (satisfaction, time to resolution, effort), and hold the team to it

Lead the shift to self-service: design the request catalog, guided flows, and automations that let employees get what they need instantly, without waiting for a person

Build and expand AI agents and automation (using scripting and APIs) that resolve common requests end to end, with safe defaults such as dry runs, verification after every change, and human approval where it matters

Serve as the escalation point for the hardest identity, access, and device issues, and fix root causes so the same problem doesn’t come back

Create and maintain service level agreements (SLAs), keep queues healthy (accurate categorization, fast triage, no stale tickets), and use ticket data to spot patterns and remove recurring causes

Keep the knowledge base and runbooks accurate and structured so that both people and AI models can rely on them

Coach and mentor front line Support Analysts through ticket reviews, shadowing, and onboarding of new End User Services staff

Manage the joiner, mover, and leaver lifecycle, automate as much of it as possible, and stress test it continually so we find the gaps before employees do

Manage hardware inventory and forecast device needs from hiring plans, refresh cycles, and failure rates; co-own access administration and run quarterly access reviews with Information Security

Be the direct link for Corporate Engineering to teams across Life360 and refine how requests route so they reach the right owner the first time

End User Services Engineer II

Responsibilities

Qualification

Required

Preferred

Benefits

Company

life360

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