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.
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.
About this team and role:
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.
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.
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.
What You’ll Do:
- Roll out new collaboration and Enterprise GenAI capabilities: run pilots, manage change/comms, create guides, and deliver training that drives adoption and safety.
- Design and ship automations (scripts, workflows, chatbots, AI agents) to streamline provisioning/deprovisioning, entitlements, group lifecycle, and tier-1 deflection.
- Build monitoring and alerting for SaaS health and key workflows; lead incident, problem, and change practices to reduce MTTR and prevent recurrences.
- Define SLAs/SLOs, instrument CSAT and operational metrics, and run regular service reviews that turn data into improvements.
- Serve as technical escalation for complex tickets: drive resolution, perform root-cause analysis, and capture knowledge to uplevel the Service Desk.
- Maintain clean, current documentation: runbooks, KB articles, architecture diagrams, and admin playbooks.
- Champion a 'shift-left' model: expand self-service portals, guided flows, and AI virtual agents to improve velocity and user experience.
- Enterprise AI Security & Governance: implement guardrails for AI/automation usage, including access controls, data handling policies, compliance alignment, and ongoing risk monitoring.
- Cross-Functional Partnership: collaborate with People, Security, Finance, Legal, and Procurement to ensure platforms align with organizational goals.
- Vendor & Contract Management: lead relationships with SaaS and AI providers, negotiate terms, and ensure strong ROI.
- Mentor & Lead: coach P3 engineers in automation, AI prompt engineering, and scalable integration design.
What You’ll Bring:
- 7+ years in IT engineering, enterprise applications, or service delivery.
- ITIL 4 Foundations certification (required).
- Comfortable leading incident, problem, and change management (ITIL), measuring SLAs/SLOs, and using data to drive continuous service improvements.
- Demonstrated success owning platforms end-to-end, including lifecycle management, integrations, and adoption.
- Advanced proficiency in Python scripting — with proven experience developing, optimizing, and maintaining automation frameworks, APIs/webhooks, and integration logic across enterprise tools.
- Strong automation & scripting skills in one or more of: Python; with experience building APIs/webhooks, workflow engines, and chatbots.
- Advanced experience in AI & automation platforms (GenAI copilots, RPA, intelligent workflows), including security and governance guardrails for safe adoption.
- A builder’s mindset: bias for automation and documentation, empathy for end users, and a willingness to mentor Service Desk colleagues.
- Strong program/project management skills with proven ability to independently deliver initiatives.
- Ability to translate ambiguous business needs into structured, scalable solutions.
- Leadership presence and credibility with executives and peers.
- High tolerance for ambiguity with skill in bringing clarity and structure.
What you’ll get:
- Generous performance-based bonus plans to all eligible employees - we share in our success as one team
- Rich medical, dental, and vision coverage
- Generous retirement contributions with 100% immediate vesting (regardless of whether you contribute)
- Quarterly all-company wellness days where everyone takes a pause together
- Country specific holidays plus a day off for your birthday
- One-time home office stipend
- Annual professional development budget
- Quarterly well-being stipend
- Considerable paid parental leave
- Employee referral bonus program
- Other benefits (life/AD&D, disability, EAP, etc. - varies by country)
About Mozilla
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.
Commitment to diversity, equity, inclusion, and belonging
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 orientations, gender identities, and expressions.
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 [email protected] to request accommodation.
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.
Group: D
#LI-REMOTE
ReqID: R2789
Hiring Ranges:
