End User Services Engineer II
Life360 · Remote, USA
About this role
### 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 help members protect the people, pets, and things they care about most—through services like location sharing, safe driver reports, and crash detection with emergency dispatch. Life360 serves ~107.7M monthly active users (MAU) across 180+ countries. **Remote-First:** This role can be performed remotely within the US (unless otherwise specified). **AI Native:** AI is an integral part of how we build and operate. You may be asked to demonstrate proficiency with AI tools or complete interview exercises with/without AI assistance. Undisclosed AI use not approved by your Recruiter may impact your candidacy. --- ### About the Team Corporate Engineering enables a secure, productive workforce—owning identity, endpoint, and collaboration experiences end to end. The team partners closely with Information Security and treats its services as products. --- ### About the Job (End User Services Engineer II) Own the end-user experience for every Life360 employee across Corporate Engineering. You’ll be the senior escalation point for operational identity, access, and device issues—but the goal isn’t just clearing tickets. You’ll make the queue smaller by shifting employees from ticketing to self-service, and by using AI agents, automation, and a trusted knowledge base to resolve routine work before a person needs to touch it. This is a support-as-a-product role: set standards, measure outcomes, coach the front line, and help shape the operating model alongside IT Engineering and Information Security. **Compensation (US):** $91,000 to $169,000 base salary range. Final pay depends on background and experience, and may vary by geographic tier. Total compensation includes RSUs and a comprehensive benefits package. --- ### What You’ll Do - **Own the end-user experience:** define “delightful,” measure it (satisfaction, time to resolution, effort), and hold the team to it - **Lead the shift to self-service:** design request catalogs, guided flows, and automations for instant employee outcomes - **Build/expand AI agents & automation:** resolve common requests end to end with safe defaults (dry runs, verification after changes, human approval where it matters) - **Escalate and fix root causes:** handle the hardest identity, access, and device issues so problems don’t recur - **Create/maintain SLAs & keep queues healthy:** accurate categorization, fast triage, no stale tickets; use ticket data to remove recurring causes - **Maintain a reliable knowledge base & runbooks:** structured and accurate for both people and AI models - **Coach and mentor Support Analysts:** ticket reviews, shadowing, and onboarding new End User Services staff - **Manage joiner/mover/leaver lifecycle:** automate where possible and stress test continuously - **Manage hardware inventory & forecasting:** refresh cycles, failure rates; co-own access administration and run quarterly access reviews with Information Security - **Partner across Life360:** refine request routing so work reaches the right owner the first time --- ### What We’re Looking For **Required Experience** - Senior/lead experience in support, end-user services, or end-user computing (ideally remote-first/distributed) - Hands-on grounding in **identity & access management** (SSO, MFA, provisioning) and managing **macOS/Windows** via modern device management
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