IT Support Analyst

About Life360

Life360’s mission is to keep people close to the ones they love. Our category-leading mobile app and Tile tracking devices 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. Life360 serves approximately 77 million monthly active users (MAU), as of November 2024, across more than 170 countries. 

Life360 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 that basically are family). 

Life360 has more than 500 (and growing!) remote-first employees. For more information, please visit life360.com.

Life360 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. 

About The Team

The IT team is focused on enabling Life360 staff to have the tools, support, and equipment they need to be successful.  The IT team is responsible for helpdesk, employee permissions management, hardware support, supporting in-office technology (yes, we still have offices!), and business applications.

About the Job

Reporting to the IT Helpdesk Lead, we seek a highly motivated and customer-oriented IT Support Analyst to join our team. In this role, you will provide technical assistance and support to our employees, troubleshoot hardware and software issues, and maintain our IT systems. The ideal candidate will have a strong understanding of computer hardware and software, excellent problem-solving skills, and the ability to communicate effectively with technical and non-technical users.

The US-based salary range for this position is $67,000 to $93,000. We take into consideration an individual's background and experience in determining final salary- therefore, base pay offered may vary considerably depending on geographic location, job-related knowledge, skills, and experience. The compensation package includes a wide range of medical, dental, vision, financial, and other benefits, as well as equity.

What You’ll Do

• Develop SLA’s for timely and effective technical support to IT’s customers
• Diagnose, resolve and provide permanent remediation for hardware and software issues
• Be the primary point of contact in on-call rotations
• Provide advanced troubleshooting for network environments and components
• Support and document an ever-changing environment
• Develop escalation procedures for IT engineering
• Formulate training and guidance documentation for users on systems and processes of the organization
• Have an intermediate understanding of the limitations and usage of AI/LLM
• Provide exemplary support to users on a variety of tasks ranging from simple to complex
• Create and maintain accurate records of IT assets
• Assist in onboarding and offboarding of users; support automation processes for user life-cycle management

What We’re Looking For

• 3+ years of experience in IT support working within a ticketing system
• Be a result-driven, strong critical thinker
• Familiarity with MacOS, iOS, Android, Windows, Okta, Google Workspace, Atlassian, and other IT-owned tools. 
• AWS and Github experience is a bonus
• Demonstrable experience in many SaaS applications (Okta, Google Workspace, GitHub, Atlassian, and Slack)
• Good communication skills and ability to create training materials and stand-alone documentation
• Strong experience supporting MacOS, Windows, as well as iOS and Android. This includes both software and hardware troubleshooting experience
• Experience working with MDMs (Kandji and Intune)
• Strong problem-solving skills with a can-do attitude; ability to troubleshoot root causes not just symptoms

Our Benefits

• Competitive pay and benefits
• Medical, dental, vision, life, and disability insurance plans (100% paid for employees)
• 401(k) plan with company matching program
• Mental Wellness Program & Employee Assistance Program (EAP) for mental well-being
• Flexible PTO, 13 company-wide days off throughout the year
• Winter and Summer Week-long Synchronized Company Shutdowns
• Learning & Development programs
• Equipment, tools, and reimbursement support for a productive remote environment
• Free Life360 Platinum Membership for your preferred circle
• Free Tile Products

Life360 Values

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. 

Our Commitment to Diversity

We believe that different ideas, perspectives, and backgrounds create a stronger and more creative work environment that delivers better results. Together, we continue to build an inclusive culture that encourages, supports, and celebrates the diverse voices of our employees. It fuels our innovation and connects us closer to our customers and the communities we serve. We strive to create a workplace that reflects the communities we serve and where everyone feels empowered to bring their authentic best selves to work.

We are an equal-opportunity employer and value diversity at Life360. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any legally protected status.  

We encourage people of all backgrounds to apply. We believe that a diversity of perspectives and experiences create a foundation for the best ideas. Come join us in building something meaningful. Even if you don’t meet 100% of the qualifications, you should still seriously consider applying!

#LI-Remote

____________________________________________________________________________