Senior Helpdesk Engineer

Blend is hiring a Senior Helpdesk Engineer in the United States (onsite). This role bridges Tier 1 support and Helpdesk-driven projects, with end-to-end ownership from kickoff to close. You will focus on durable improvements, using automation and AI-assisted resolutions to reduce repeat work for recurring issues while keeping escalations moving when complexity demands deeper troubleshooting.

Blend values documentation that outlasts individual contributors and systems that make support more consistent over time. If you enjoy balancing queue coverage with project execution, and you want to turn patterns in incoming tickets into self-service and automated flows, this is built for you.

Responsibilities

• Own escalations that go beyond Tier 1, and lead Helpdesk-driven projects, especially initiatives that prioritize AI and automation when daily capacity threatens momentum.
• Turn recurring ticket patterns into automated or AI-assisted resolutions, including self-service, agentic triage, and workflow automation (for example, Workato).
• Propose and prototype new automation and AI approaches to Helpdesk work, bringing ideas forward rather than waiting for direction.
• Continuously assess what should shift from “a human resolves this” to “a system resolves this with a human as backstop,” and help build the supporting system.
• Document what you automate so improvements survive past you.
• Serve as the escalation point for tickets exceeding Tier 1 scope, including deeper troubleshooting, ambiguous root causes, and cross-system issues.
• Independently research unfamiliar problems by reading documentation, testing hypotheses, and consulting the right internal owner when needed, with the goal of reaching real resolution rather than workarounds.
• Keep fixes durable by documenting resolutions so the same hard problem does not repeatedly restart from scratch.
• Own Helpdesk-driven projects end to end: scope, plan, execute, and close, including new tooling rollouts, fleet or identity initiatives, and cross-team asks.
• Flex between queue support and project work based on weekly Helpdesk capacity needs, ensuring neither area is dropped silently.

Requirements

• 5+ years of IT support experience, with meaningful time beyond Tier 1.
• Experience handling escalations and carrying at least one real project from kickoff to completion, not only following a runbook.
• Self-learning mindset: research unfamiliar problems, form a hypothesis, and test it.
• Genuine curiosity about AI and automation tooling.
• Comfort owning ambiguity while switching between queue work and project work without losing track.
• Hands-on experience with a modern endpoint and identity stack (JAMF, Intune, Okta, or comparable) and a modern ITSM (Freshservice, Zendesk, Jira Service Management).
• Strong macOS and Windows troubleshooting fundamentals, plus working knowledge of endpoint-level networking (DNS, DHCP, VPN, Wi-Fi).
• Senior peer presence: able to drive projects with limited supervision and exchange direct feedback with teammates and stakeholders.
• Clear communicator comfortable working async with distributed teammates across the US, India, Mexico, and Spain.
• Comfort in a Google Workspace-first environment and working familiarity with Confluence.

Tools & Technologies

• Workato, Zapier, n8n
• JAMF, Intune, Okta
• Freshservice, Zendesk, Jira Service Management
• macOS, Windows
• DNS, DHCP, VPN, Wi-Fi
• Google Workspace, Confluence
• Bash, Python, PowerShell

Benefits

• Medical, dental, and vision benefits with a generous employer contribution
• Company-paid life, short-term, and long-term disability coverage
• Generous PTO, holidays, and maternity/parental leave
• Employee Assistance Program (EAP): mental health, legal, childcare & eldercare, financial planning, college search, and more
• Voluntary benefits: accident, critical illness, hospital indemnity, identity theft, and legal insurance
• Monthly wellness stipend for fitness, mental health, and well-being
• Additional perks: Milk Stork, pet insurance, and paid volunteer time off
• 401(k) retirement plan with company match
• Pre-tax savings: healthcare & dependent care FSAs, Limited Purpose FSA, and HSA

Bonus Points

• Hands-on experience with workflow automation platforms (Workato, Zapier, n8n, or similar)
• Experience building or supporting AI-assisted support tooling (ticket triage, auto-response drafting, internal copilots, agentic workflows)
• Scripting fundamentals (Bash, Python, PowerShell)
• Background in fintech, banking, or another regulated industry (SOX, SOC 2)
• Experience supporting a multi-region, distributed workforce

Compensation

Base Salary Range: USD 90,000 to USD 106,000 per year.

Bonus: Eligibility depends on both company performance against established goals and achievement of individual performance objectives.

Equity: Meaningful Restricted Stock Units in public company stock (NYSE: BLND) so you share in Blend’s long-term growth and success.