Senior Helpdesk Engineer
Blend · United States
About this role
**Senior Helpdesk Engineer** **About Blend** Blend is a diverse team of problem solvers building a cloud banking platform used by Wells Fargo, U.S. Bank, and 330+ other financial services firms. Their software helps customers process $5B+ in loans per day—enabling faster, end-to-end digital experiences. --- ## Job Summary Blend IT runs three complementary teams: - **Helpdesk** (day-to-day employee productivity, including hands-on fleet and identity operations) - **Infrastructure & Projects** (platform-level architecture for IT systems, SaaS, and automation tooling) - **Enterprise Apps** (Finance, GTM, and People Ops stacks) They’re hiring a **Senior Helpdesk Engineer** to bridge the **T1 queue** and **Helpdesk project work**: - Own escalations that go beyond Tier 1 - Take Helpdesk-driven projects—especially **AI-and-automation-first initiatives**—from kickoff to finish - Be the person who asks, *“Should a human even be doing this one?”* for recurring requests, then builds the solution so Helpdesk leadership can focus on direction instead of getting pulled back into the queue **This is a builder’s role, not a ticket-taker’s role.** You’ll be expected to research, hypothesize, test, propose fixes, and drive projects to completion. --- ## How You Will Contribute ### AI & Automation: Owning the Pivot - Identify recurring ticket patterns and turn them into **automated or AI-assisted resolutions** (self-service, agentic triage, workflow automation like **Workato**) - Propose and prototype new automation/AI approaches—bring ideas forward - Continuously evaluate what should move from **“a human resolves this”** to **“a system resolves this, with a human as backstop”** - Document what you automate so it’s durable and doesn’t require reverse-engineering later ### Senior Escalation & Technical Ownership - Be the escalation point for tickets exceeding Tier 1 scope (deeper troubleshooting, ambiguous root causes, cross-system issues) - Independently research unfamiliar problems: read docs, test hypotheses, consult internal owners when truly stuck, and drive to real resolution (not workarounds) - Keep resolutions durable by documenting fixes so the same issue doesn’t get re-solved from scratch ### Project Ownership, Start to Finish - Own Helpdesk-driven projects end to end: scope, plan, execute, and close - Flex between queue support and project work based on weekly Helpdesk capacity needs—without dropping either --- ## Who You Are - **5+ years** of IT support experience, including meaningful time past Tier 1; you’ve handled escalations and carried at least one real project from kickoff to done - A **self-learning mindset**: research unfamiliar problems, form hypotheses, test, and proactively propose solutions - Real curiosity about **AI and automation tooling** (you may not have shipped production agents yet, but you’re experimenting or clearly want to) - Comfortable owning ambiguity and switching between queue work and projects - Hands-on with a modern **endpoint/identity stack** (e.g., **JAMF, Intune, Okta** or comparable) and a modern **ITSM** (e.g., **Freshservice, Zendesk, Jira Service Management**) - Strong **macOS and Windows** troubleshooting fundamentals + endpoint-level networking knowledge (DNS, DHCP, VPN, Wi‑Fi) - Senior peer presence: drive projects with minimal supervision and give/receive direct feedback - Clear communicator working async with distributed teammates across the US, India, Mexico, and Spain - Comfortable in a *
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