СШАEnd User Services Engineer II
22 ч. назад
СШАMiddleRemote
Support and manage end user services in a remote-first environment for a mobile app and tracking device company.
О компании
- ’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. serves approximately 107.7 million monthly active users (MAU), as of September 30, 2026, across more than 180 countries.
- delivers peace of mind and enhances everyday family life with seamless coordination for all the moments that matter, big and small. By continuing to innovate and deliver for our customers, we have become a household name and the must-have mobile-based membership for families (and those friends who are basically family).
- has more than 500 (and growing!) remote-first employees. For more information, please visit .com .
- is a Remote-First company, which means a remote work environment will be the primary experience for all employees. All positions, unless otherwise specified, can be performed remotely (within the US) regardless of any specified location above.
- ’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, and the two work as true partners with decisions made together, not thrown over a wall. As leans further into an AI Native way of working, we're working towards automation & AI based solutions so that routine requests resolve themselves and our people can focus on the problems that need human judgment.
Обязанности
- We’re hiring an End User Services Engineer to own the experience every employee has with Corporate Engineering. You’ll be the senior escalation point for our 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, and by using AI agents, automation, and well-kept knowledge to resolve routine work before a person has to touch it.
- This is a role for someone who sees support as a product. You’ll set the 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. You’ll have the agency and runway to build, and the backing of a company that wants to see what great internal support looks like when AI is part of the team.
- A year in, employees describe us as fast and easy. Most routine requests resolve in minutes without a ticket, onboarding is smooth from day one, and the knowledge behind it all is accurate enough that both people and AI agents trust it. Ticket volume per employee is falling while satisfaction climbs, and the front-line team is growing into more engineering-oriented work.
- The US-based salary range for this position is $91,000 to $169,000 . We take into consideration an individual's background, job-related knowledge, skills, and experience in determining final salary. Base pay may also vary based on geographic location, with US work locations falling into one of three geographic tiers.
- Total compensation is inclusive of equity compensation in the form of Restricted Stock Units (RSUs) , as well as a comprehensive benefits package, including medical, dental, vision, financial, and other benefits.
- 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 and refine how requests route so they reach the right owner the first time
Будет плюсом
- 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)
Условия
- 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
- Generous time off: 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 Platinum Membership and Tile trackers
- AI Usage: We use AI to help make our hiring process efficient. That said, every hiring decision is made by real hiring teams
Другое
- We are building an AI native company where AI is an integral part of how we build and operate. 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. Your Recruiter will provide clear guidance as you move through the interview process.
- Undisclosed use of AI not previously discussed with or approved by your Recruiter may impact your candidacy.
- 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 in managing macOS and Windows devices through modern device management
- Experience building or rolling out self-service, such as 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 the knowledge they draw on 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
- A genuine drive to make the employee experience great, plus clear written communication and documentation that others can follow without you in the room
- Bachelor’s degree or equivalent experience
- Our company’s mission-driven culture is guided by our shared values to create a trusted work environment where you can bring your authentic self to work and make a positive difference
- Be a Good Person - We have a team of high integrity people you can trust.
- Be Direct With Respect - We communicate directly, even when it’s hard.
- Members Before Metrics - We focus on building an exceptional experience for families.
- High Intensity, High Impact - We do whatever it takes to get the job done.
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