iLab Agent

About SimpliSafe

We’re a high-tech home security company that’s passionate about protecting the life you’ve built and our mission of keeping Every Home Secure. And we’ve created a culture here that cares just as deeply about the career you’re building. Ours is a no ego culture of collaboration and innovation where those seeking their next challenge can find big opportunities and make a huge impact on the lives of all those who we protect. We don’t just want you to work here. We want you to grow and thrive here.

We’re embracing a hybrid work model that enables our teams to split their time between office and home. Hybrid for us means we expect our teams to come together in our office on two core days, typically Tuesday, Wednesday or Thursday, to work together in person, and teams can choose where they work for the remainder of the week. We all benefit from flexibility and get to use the best of both worlds to get our work done.

Why are we hiring?

Well, we’re growing and thriving. So, we need smart, talented, and humble people who share our values to join us as we disrupt the home security space and relentlessly pursue our mission of keeping Every Home Secure. 

About iLab

iLab is SimpliSafe’s Customer Experience innovation/insight hub — the final line of defense for complex technical issues and the bridge between customer experience, engineering, platforms, enablement, and product. We tackle the toughest problems our customers face — performing root-cause analysis, driving resolution through the many processes including our TRB process, and turning insights into actions that improve our products, services, agent tools, agent and customer content/training, and overall customer experiences. 

We’re technical, curious, and relentless in pursuit of solutions. When a problem impacts the customer experience, iLab finds it, reproduces it to root cause to deliver the learnings/insights back to the business for action. 

What You’ll Do

As an iLab Agent (Specialist), you’ll be part of a high-impact team that investigates, diagnoses, and helps to resolve the most complex issues in SimpliSafe’s ecosystem — from product, firmware and app bugs to billing, camera, lock, connectivity challenges, friction, and customer/agent education and tooling. 

You’ll impact work in Engineering, Product, and CX leadership to turn frontline and customer friction into systemic improvement, acting as both a technical troubleshooter and customer advocate. iLab agents provide outstanding customer support while helping customers through the toughest issues.
You’ll identify why it happened, how to prevent it, how to improve on it for next innovation, and how to make sure both agents and customers never see it again.

This role is ideal for someone who loves solving puzzles, translating technical detail into actionable insight, helping customers fix difficult servicing issues and seeing tangible results from their work.

Key Responsibilities

Investigate & Resolve

• Serve as the escalation point for complex customer cases that frontline agents can’t resolve by communicating to our customers via phone and email.
  
  
• Diagnose, reproduce, and document software, hardware, and connectivity issues using logs, device testing, and field data.
• Ensure closure of the loop: content (across all channels), agent tooling, customer / agent education, engineering, app, lines of business are prepared fully for improvement by pushing insights through the network.
  
  

Analyze & Improve

• Conduct deep-dive investigations into recurring customer or agent pain points to identify root causes for insight delivery.
• Translate findings into actionable insights that influence product changes, training, and tooling enhancements.
• Support contact optimization and friction-removal initiatives by surfacing trends and data-backed recommendations.
  
  

Enable & Educate

• Contribute to agent enablement by updating troubleshooting content, training materials, and Help Center documentation. Ensure insights flow through the network to all channels (app, platforms BOT). 
• Provide feedback on agent tools and participate in UAT / QA testing for new product releases.
• Support the social and digital CX teams with technical consultation and escalations.
  
  

Collaborate & Communicate

• Investigate and communicate troubleshooting instructions to customers while creating superb experiences and helping them use their system with confidence.
• Participate in TRB reviews, Intentional Focus Programs (IFPs), and quarterly business reviews to share insights and impact.
• Take on complex projects that need technical expertise related, but not limited to: improving customer experience, recapturing revenue opportunities, and improving brand trust

What You’ll Bring

• 2+ years in technical support, QA, or escalation management, ideally in a consumer technology or IoT environment.
• Strong troubleshooting, analytical, and documentation skills with proven success diagnosing complex issues.
• Elite customer service skills and proven ability to wow customers. 
• Excellent written and verbal communication skills — able to translate technical detail for non-technical audiences.
• Familiarity with platforms such as Jira, Grafana,, Amplitude, Zuora, CRM, and Support Hub.
• High attention to detail, curiosity, and a bias toward action.
• Comfortable balancing independent work with cross-functional collaboration.
  
  

Bonus Points:

• Experience contributing to or managing technical issues, bug tracking, or root-cause analysis workflows.
• Prior experience in elevated technical support roles, product support, or engineering-adjacent roles.
• Exposure to digital self-service, Help Center optimization, or agent enablement content.

What Values You’ll Share

• Customer Obsessed - Building deep empathy for our customers, putting them at the core of our work, and developing strong, long-term relationships with them.
• Aim High - Always challenging ourselves and others to raise the bar.
• No Ego - Maintaining a “no job too small” attitude, and an open, inclusive and humble style.
• One Team - Taking a highly collaborative approach to achieving success.
• Lift As We Climb - Investing in developing others and helping others around us succeed.
• Lean & Nimble - Working with agility and efficiency to experiment in an often ambiguous environment.

What We Offer

• A mission- and values-driven culture and a safe, inclusive environment where you can build, grow and thrive  
• A comprehensive total rewards package that supports your wellness and provides security for SimpliSafers and their families (For more information on our total rewards please click here)
• Free SimpliSafe system and professional monitoring for your home. 
• Employee Resource Groups (ERGs) that bring people together, give opportunities to network, mentor and develop, and advocate for change.

The target annual base pay range for this role is $45,300 - $60,400.

This target annual base pay range represents our good-faith estimate of what we expect to pay for this role. We use a market-based compensation approach to set our target annual base pay ranges and make adjustments annually. We carefully tailor individual compensation packages, including base pay, taking into consideration employees’ job-related skills, experience, qualifications, work location, and other relevant business factors. 

Beyond base pay, we offer a Total Rewards package that may include participation in our annual bonus program, equity, and other forms of compensation, in addition to a full range of medical, retirement, and lifestyle benefits. More details can be found here.

We’re committed to fair and equitable pay practices, as well as pay transparency. We regularly review our programs to ensure they remain competitive and aligned with our values.

We wholeheartedly embrace and actively seek applications from all individuals, no matter how they identify. We are committed to cultivating a diverse and inclusive workplace, and we believe our work is enriched when we incorporate a multitude of perspectives, backgrounds, and experiences. We want everyone who works here to thrive and contribute to not only our mission of keeping every home secure, but also to making our workplace safe and supportive for others. If a reasonable accommodation may be needed to fully participate in the job application or interview process, to perform the essential functions of a position, or to receive other benefits and privileges of employment, please contact [email protected].