End User Services Engineer II

This is a Fully Remote Job
About Our Client:
This organization operates in the technology sector, focusing on family safety and coordination through mobile applications and connected devices. It addresses the challenge of keeping people, pets, and personal items secure and connected, serving over 107 million monthly active users in more than 180 countries. The company emphasizes a remote-first work environment and integrates artificial intelligence into its operations to enhance user and employee experiences.
About the Opportunity:
The END USER SERVICES ENGINEER II role is critical in shaping and managing the internal employee support experience within the Corporate Engineering team. The position focuses on improving how employees access identity, access, and device support, shifting from reactive ticketing to proactive, automated, and AI-enhanced self-service solutions. This role directly influences employee productivity and satisfaction by streamlining support processes and collaborating closely with IT and Information Security teams.
Responsibilities:
Define and measure employee support experience, ensuring high satisfaction and efficient resolution times
Lead development of self-service request catalogs, guided workflows, and automation
Build and maintain AI agents and automation scripts with safety and verification measures
Act as senior escalation point for complex identity, access, and device issues
Create and manage service level agreements and maintain healthy ticket queues
Keep knowledge bases and runbooks accurate and AI-compatible
Coach and mentor front-line support analysts
Automate and manage employee lifecycle processes related to joiners, movers, and leavers
Oversee hardware inventory and forecast device needs
Collaborate with teams to optimize request routing and ownership
Requirements:
Senior or lead experience in end-user support, services, or computing, preferably in a remote-first or distributed environment
Experience handling complex identity, access, and device issues
Strong skills in automation, scripting, and API integration
Ability to manage knowledge resources and coach support teams
Pay Range and Compensation Package:
The US-based salary range for this position is $91,000 to $169,000
Total compensation includes equity in the form of Restricted Stock Units (RSUs) and a comprehensive benefits package
Benefits & Perks:
Medical insurance
Dental insurance
Vision insurance
Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.
Note:
TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.

Skills
Artificial Intelligence

Experience
2-5 yrs

Work arrangement
Yes