End User Services Engineer II

Role overview This role leads the employee support experience for identity, access, and devices, with responsibility for both complex escalations and the systems that prevent routine issues. The focus is to make internal support easier to use and more efficient through self-service, automation, reliable documentation, and carefully governed AI tools.

Responsibilities - Define and measure employee support quality using satisfaction, resolution time, and effort, and set service standards for the team. - Design request catalogs, guided self-service flows, and automations that help employees resolve common needs quickly. - Build and improve scripted and AI-assisted workflows, using safeguards such as dry runs, verification, and human approval where appropriate. - Resolve difficult identity, access, and device issues, investigate root causes, and reduce repeat incidents. - Maintain service targets, healthy ticket queues, accurate knowledge articles, and runbooks that employees and support tools can rely on. - Improve onboarding and employee changes or departures, manage device inventory and forecasts, and coach frontline support colleagues.

Requirements - Experience with identity, access, endpoint, or corporate IT support in a business environment. - Ability to automate operational tasks using scripts, APIs, or similar tools, with attention to safe changes and verification. - Experience handling escalations, improving support processes, and using service data to identify recurring problems. - Clear written communication and documentation skills, with the ability to coach or mentor support teammates. - Security-conscious judgment and experience working with security or compliance partners. - A bachelor’s degree or equivalent practical experience.

Nice to have Experience improving employee-facing IT services using satisfaction or service metrics; managing IT assets and hardware forecasts; supporting automated provisioning, software licensing, access reviews, or audits; or holding an IT service management certification.

Benefits and work setup The role is described as US-based and remote-first. The listed compensation range is $91,000–$169,000, with final pay dependent on relevant experience and work location. Benefits include health and insurance coverage, paid parental leave, retirement matching, flexible time off and company shutdowns, wellness and learning programs, and equipment support for remote work.