End User Services Engineer II - Life360

About Life360

Life360’s mission is to keep people close to the ones they love. Our category-leading mobile app, Tile tracking devices, and Pet GPS tracker empower members to protect the people, pets, and things they care about most with a range of services, including location sharing, safe driver reports, and crash detection with emergency dispatch. Life360 serves approximately 107.7 million monthly active users across more than 180 countries.

Life360 has more than 500 remote-first employees worldwide.

About The Team

Life360’s Corporate Engineering team exists to enable our workforce to be equipped, productive, and secure, wherever they’re working from. That means owning the identity, endpoint, and collaboration experience end to end, and treating the services it owns as a product. This team reports to our CISO and sits right next to Information Security, working as true partners with decisions made together. As Life360 leans further into an AI-native way of working, we're working towards automation and AI-based solutions so that routine requests resolve themselves.

About the Job

We’re hiring an End User Services Engineer to own the experience every Life360 employee has with Corporate Engineering. You’ll be the senior escalation point for operational identity, access, and device problems, but the job isn’t clearing the queue. It’s making the queue smaller by moving how employees get help from filing tickets to self-service, using AI agents, automation, and well-kept knowledge to resolve routine work before a person has to touch it.

This role is for someone who sees support as a product. You’ll set standards, measure what matters, coach the front line, and work alongside IT Engineering and Information Security with a real voice in how our operating model evolves.

What You’ll Do

• 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.
• 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, and human approval where needed.
• Serve as the escalation point for identity, access, and device issues, fixing root causes to eliminate recurring problems.
• Create and maintain service level agreements (SLAs), keep queues healthy, 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, automating as much of it as possible.
• 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, refining how requests route so they reach the right owner the first time.

What We’re Looking For

Required Experience

• 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 grounding in identity and access management (single sign-on, multi-factor authentication, provisioning) and managing macOS and Windows devices through modern device management.
• Experience building or rolling out self-service request catalogs, guided workflows, or automation that measurably reduced ticket volume.
• Proficiency with scripting (e.g., Python, Bash, or PowerShell) and working with APIs to automate IT workflows.
• Experience building or managing AI agents or AI-assisted support tooling, including keeping knowledge sources accurate.
• Experience coaching or mentoring support teammates and improving queue health through metrics and process changes.
• Security-first judgment and comfort partnering with Security and Compliance teams.
• Excellent written communication and documentation skills.
• Bachelor’s degree or equivalent experience.

Preferred Experience

• Experience designing or improving an employee-facing Corporate Engineering or IT service experience using data (satisfaction surveys, effort scores, deflection rates).
• 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).

Our 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)
• Generous time off: flexible PTO, companywide holidays, 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