<div class="gmail_default" style="font-size: small;"><div><strong>Why Mozilla?</strong><p><span style="font-weight: 400;">Mozilla Corporation is the non-profit-backed technology company that has shaped the internet for the better over the last 25 years. We make pioneering brands like Firefox, the privacy-minded web browser. Now, with more than 225 million people around the world using our products each month, we’re shaping the next 25 years of technology and helping to reclaim an internet built for people, not companies. Our work focuses on diverse areas including AI, social media, security and more. And we’re doing this while never losing our focus on our core mission – to make the internet better for people. </span></p><p><span style="font-weight: 400;">The Mozilla Corporation is wholly owned by the non-profit 501(c) Mozilla Foundation. This means we aren’t beholden to any shareholders — only to our mission. Along with thousands of volunteer contributors and collaborators all over the world, Mozillians design, build and distribute open-source software that enables people to enjoy the internet on their terms. </span></p><p><strong>About this team and role:</strong></p><p><span style="font-weight: 400;">Mozilla is seeking a Staff Software Engineer to lead the next evolution of Service Desk and digital workplace operations. This role goes beyond traditional IT support: it is centered on AI-driven service enablement, automation, and platform ownership.

</span></p><p><span style="font-weight: 400;">You will be a single-threaded owner for key internal platforms and Enterprise AI-powered services, ensuring they deliver maximum value to the business. You’ll architect intelligent workflows, integrate SaaS and AI systems, and drive adoption across the organization — all while staying connected to the user experience through escalations, feedback loops, and advanced troubleshooting.

</span></p><p><span style="font-weight: 400;">This is a lead-level role for someone who thrives at the intersection of technology, AI, security, and human experience — with deep experience in high-end Python scripting to build, scale, and maintain automation frameworks and integrations across Mozilla’s internal tools ecosystem.</span></p><p><strong>What You’ll Do:</strong></p><ul><li style="font-weight: 400;"><span style="font-weight: 400;">Roll out new collaboration and Enterprise GenAI capabilities: run pilots, manage change/comms, create guides, and deliver training that drives adoption and safety.</span></li><li style="font-weight: 400;"><span style="font-weight: 400;">Design and ship automations (scripts, workflows, chatbots, AI agents) to streamline provisioning/deprovisioning, entitlements, group lifecycle, and tier-1 deflection.</span></li><li style="font-weight: 400;"><span style="font-weight: 400;">Build monitoring and alerting for SaaS health and key workflows; lead incident, problem, and change practices to reduce MTTR and prevent recurrences.</span></li><li style="font-weight: 400;"><span style="font-weight: 400;">Define SLAs/SLOs, instrument CSAT and operational metrics, and run regular service reviews that turn data into improvements.</span></li><li style="font-weight: 400;"><span style="font-weight: 400;">Serve as technical escalation for complex tickets: drive resolution, perform root-cause analysis, and capture knowledge to uplevel the Service Desk.</span></li><li style="font-weight: 400;"><span style="font-weight: 400;">Maintain clean, current documentation: runbooks, KB articles, architecture diagrams, and admin playbooks.</span></li><li style="font-weight: 400;"><span style="font-weight: 400;">Champion a 'shift-left' model: expand self-service portals, guided flows, and AI virtual agents to improve velocity and user experience.</span></li><li style="font-weight: 400;"><span style="font-weight: 400;">Enterprise AI Security & Governance: implement guardrails for AI/automation usage, including access controls, data handling policies, compliance alignment, and ongoing risk monitoring.</span></li><li style="font-weight: 400;"><span style="font-weight: 400;">Cross-Functional Partnership: collaborate with People, Security, Finance, Legal, and Procurement to ensure platforms align with organizational goals.</span></li><li style="font-weight: 400;"><span style="font-weight: 400;">Vendor & Contract Management: lead relationships with SaaS and AI providers, negotiate terms, and ensure strong ROI.</span></li><li style="font-weight: 400;"><span style="font-weight: 400;">Mentor & Lead: coach P3 engineers in automation, AI prompt engineering, and scalable integration design.</span></li></ul><p><strong>What You’ll Bring:</strong></p><ul><li style="font-weight: 400;"><span style="font-weight: 400;">7+ years in IT engineering, enterprise applications, or service delivery.</span></li><li style="font-weight: 400;"><span style="font-weight: 400;">ITIL 4 Foundations certification (required).</span></li><li style="font-weight: 400;"><span style="font-weight: 400;">Comfortable leading incident, problem, and change management (ITIL), measuring SLAs/SLOs, and using data to drive continuous service improvements.</span></li><li style="font-weight: 400;"><span style="font-weight: 400;">Demonstrated success owning platforms end-to-end, including lifecycle management, integrations, and adoption.</span></li><li style="font-weight: 400;"><span style="font-weight: 400;">Advanced proficiency in Python scripting — with proven experience developing, optimizing, and maintaining automation frameworks, APIs/webhooks, and integration logic across enterprise tools.</span></li><li style="font-weight: 400;"><span style="font-weight: 400;">Strong automation & scripting skills in one or more of: Python; with experience building APIs/webhooks, workflow engines, and chatbots.</span></li><li style="font-weight: 400;"><span style="font-weight: 400;">Advanced experience in AI & automation platforms (GenAI copilots, RPA, intelligent workflows), including security and governance guardrails for safe adoption.</span></li><li style="font-weight: 400;"><span style="font-weight: 400;">A builder’s mindset: bias for automation and documentation, empathy for end users, and a willingness to mentor Service Desk colleagues.</span></li><li style="font-weight: 400;"><span style="font-weight: 400;">Strong program/project management skills with proven ability to independently deliver initiatives.</span></li><li style="font-weight: 400;"><span style="font-weight: 400;">Ability to translate ambiguous business needs into structured, scalable solutions.</span></li><li style="font-weight: 400;"><span style="font-weight: 400;">Leadership presence and credibility with executives and peers.</span></li><li style="font-weight: 400;"><span style="font-weight: 400;">High tolerance for ambiguity with skill in bringing clarity and structure.</span></li></ul><p><strong>What you’ll get:</strong></p><ul><li style="font-weight: 400;"><span style="font-weight: 400;">Generous performance-based bonus plans to all eligible employees - we share in our success as one team</span></li><li style="font-weight: 400;"><span style="font-weight: 400;">Rich medical, dental, and vision coverage</span></li><li style="font-weight: 400;"><span style="font-weight: 400;">Generous retirement contributions with 100% immediate vesting (regardless of whether you contribute)</span></li><li style="font-weight: 400;"><span style="font-weight: 400;">Quarterly all-company wellness days where everyone takes a pause together</span></li><li style="font-weight: 400;"><span style="font-weight: 400;">Country specific holidays plus a day off for your birthday</span></li><li style="font-weight: 400;"><span style="font-weight: 400;">One-time home office stipend</span></li><li style="font-weight: 400;"><span style="font-weight: 400;">Annual professional development budget</span></li><li style="font-weight: 400;"><span style="font-weight: 400;">Quarterly well-being stipend</span></li><li style="font-weight: 400;"><span style="font-weight: 400;">Considerable paid parental leave</span></li><li style="font-weight: 400;"><span style="font-weight: 400;">Employee referral bonus program</span></li><li style="font-weight: 400;"><span style="font-weight: 400;">Other benefits (life/AD&D, disability, EAP, etc. - varies by country)</span></li></ul><p><strong>About Mozilla </strong></p><p>Mozilla exists to build the Internet as a public resource accessible to all because we believe that open and free is better than closed and controlled. When you work at Mozilla, you give yourself a chance to make a difference in the lives of Web users everywhere. And you give us a chance to make a difference in your life every single day. Join us to work on the Web as the platform and help create more opportunity and innovation for everyone online.</p><p><strong>Commitment to diversity, equity, inclusion, and belonging</strong></p><p>Mozilla understands that valuing diverse creative practices and forms of knowledge are crucial to and enrich the company’s core mission. We encourage applications from everyone, including members of all equity-seeking communities, such as (but certainly not limited to) women, racialized and Indigenous persons, persons with disabilities, persons of all sexual orientation<span style="color: #003366;">s, </span>gender identities, and expressions.</p><p>We will ensure that qualified individuals with disabilities are provided reasonable accommodations to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment, as appropriate. Please contact us at <a class="external-link" href="mailto:hiringaccommodation@mozilla.com">hiringaccommodation@mozilla.com</a> to request accommodation.</p><p>We are an equal opportunity employer. We do not discriminate on the basis of race (including hairstyle and texture), religion (including religious grooming and dress practices), gender, gender identity, gender expression, color, national origin, pregnancy, ancestry, domestic partner status, disability, sexual orientation, age, genetic predisposition, medical condition, marital status, citizenship status, military or veteran status, or any other basis covered by applicable laws. Mozilla will not tolerate discrimination or harassment based on any of these characteristics or any other unlawful behavior, conduct, or purpose.</p><p>Group: D</p><p>#LI-REMOTE</p><p>ReqID: R2789</p></div></div><div class="content-pay-transparency"><div class="pay-input"><div class="description"><p><strong>Hiring Ranges:</strong></p></div><div class="title">US Tier 1 Locations</div><div class="pay-range"><span>$163,000</span><span class="divider">—</span><span>$217,000 USD</span></div></div><div class="pay-input"><div class="title">US Tier 2 Locations</div><div class="pay-range"><span>$150,000</span><span class="divider">—</span><span>$200,000 USD</span></div></div><div class="pay-input"><div class="title">US Tier 3 Locations</div><div class="pay-range"><span>$138,000</span><span class="divider">—</span><span>$185,000 USD</span></div></div></div>