iLab Agent

SimpliSafe · Richmond, VA

  • Junior
  • Full-time
  • $45,300 – $60,400
  • Posted 2026-09-24
  • Confirmed live on 25 September 2026

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Job description

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 is

Prepare for the interview

Nothing collected for this employer yet. The Blind 75 is what technical screens draw from; practise it here, with a coach, in Java or Python.

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