Mozilla · 4 weeks ago
Staff Software Engineer, AI & Automation
United States
Full-time
Remote
Senior Level, Lead/Staff
$163K/yr - $217K/yr
7+ years expMozilla Corporation is a non-profit-backed technology company that has shaped the internet for the better over the last 25 years. They are seeking a Staff Software Engineer to lead the evolution of Service Desk and digital workplace operations, focusing on AI-driven service enablement and automation.
Browser ExtensionsInternetOpen SourceSoftwareWeb Browsers
Responsibilities
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
Qualification
Required
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
Benefits
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)
Company
Mozilla
Mozilla provides internet solutions and offers firefox, thunderbird, and raindrop.
501-1000 employees
H1B Sponsorship
Mozilla has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2024 (5)
2023 (4)
2022 (3)
2021 (2)
2020 (6)
Funding
Current Stage
Late StageTotal Funding
$2.3MKey Investors
AOL
2005-01-01Angel· $0.3M
2003-07-15Series Unknown· $2M
Leadership Team
John Shaughnessy
Manager, Engineering and Ecosystem Strategy
Recent News
2025-12-31
2025-12-24
2025-12-21
Company data provided by crunchbase