End User Services Engineer II

📋 Description

• Own the end-user experience: define what “delightful” means for our employees, measure it
• Lead the shift to self-service: design the request catalog, guided flows, and automations that let
• Build and expand AI agents and automation (using scripting and APIs) that resolve common requests
• Serve as the escalation point for the hardest identity, access, and device issues, and fix root
• Create and maintain service level agreements (SLAs), keep queues healthy (accurate categorization
• Keep the knowledge base and runbooks accurate and structured so that both people and AI models can

🎯 Requirements

• Experience in a senior or lead support, end-user services, or end-user computing role, ideally at a
• Hands-on grounding in identity and access management (single sign-on, multi-factor authentication
• Experience building or rolling out self-service, such as request catalogs, guided workflows, or
• Proficiency with scripting (e.g., Python, Bash, or PowerShell) and working with APIs to automate IT
• Experience building or managing AI agents or AI-assisted support tooling, including keeping the
• Experience coaching or mentoring support teammates and improving queue health through metrics and

🎁 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) for mental well-being
• Generous time off: flexible PTO, companywide holidays throughout the year plus summer and winter
• Learning & Development programs