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Staff Software Engineer, AI & Automation

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Mozilla

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Location:
United States; Canada

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

128000.00 - 171000.00 CAD / Year
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Job Description:

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.

Job Responsibility:

  • 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

Requirements:

  • 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 we offer:
  • Generous performance-based bonus plans to all eligible employees
  • 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)
  • Flexible work environment (majority of Mozillians work remotely)
  • Industry-leading paid parental leave (up to 26 weeks of fully paid leave for childbearing parents and up to 12 weeks for non-childbearing parents)
  • Reimbursement for professional development (up to $3,000/year)
  • A work setup including the latest hardware and software of your choice

Additional Information:

Job Posted:
January 02, 2026

Employment Type:
Fulltime
Work Type:
Remote work
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