Senior Helpdesk Engineer

Blend is seeking a Senior Helpdesk Engineer to own escalations and Helpdesk-driven projects end to end, with a focus on automation and AI-assisted resolutions for recurring issues.

Responsibilities

• Own escalations that go beyond Tier 1 and take Helpdesk-driven projects through completion, especially AI-and-automation-first initiatives that get derailed by day-to-day capacity
• Spot recurring ticket patterns and convert them into automated or AI-assisted resolutions such as self-service, agentic triage, and workflow automation (for example, Workato) instead of repeating manual fixes
• Propose and prototype new automation and AI approaches for Helpdesk work, contributing ideas proactively
• Continuously assess what can shift from “human resolves” to “system resolves with a human backstop,” and help build that path
• Document automated processes so improvements remain maintainable beyond the current owner
• Serve as the escalation point for tickets exceeding Tier 1 scope, including deeper troubleshooting, ambiguous root causes, and cross-system issues
• Investigate unfamiliar problems independently by reading documentation, testing hypotheses, and engaging the right internal owner when truly blocked, aiming for real resolutions instead of workarounds
• Keep fixes durable by documenting solutions to prevent repeated rework from scratch
• Own Helpdesk-driven projects end to end, including scoping, planning, execution, and closure, covering tooling rollouts, fleet or identity initiatives, and cross-team requests
• Balance queue support and project work based on Helpdesk capacity needs during the week, ensuring neither workstream drops

Requirements

• 5+ years of IT support experience, including substantial time working past Tier 1
• Experience handling escalations and carrying at least one real project from kickoff to done (not limited to following a runbook)
• Self-learning mindset: when encountering unfamiliar issues, research, form hypotheses, and test them
• Genuine curiosity about AI and automation tooling
• Comfort owning ambiguity and switching between queue work and project work without losing track of both
• Hands-on experience with a modern endpoint/identity stack (JAMF, Intune, Okta, or comparable) and a modern ITSM (Freshservice, Zendesk, Jira Service Management)
• Strong macOS and Windows troubleshooting fundamentals plus endpoint-level networking knowledge (DNS, DHCP, VPN, Wi-Fi)
• Senior peer presence: ability to drive projects without close supervision and to give or receive direct feedback with teammates and stakeholders
• Clear communicator with comfort working async with distributed teammates across the US, India, Mexico, and Spain
• Comfort in a Google Workspace-first environment and working familiarity with Confluence for documentation

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 generous employer contribution
• Company-paid life, short-term, and long-term disability coverage
• Generous PTO, holidays, and maternity/parental leave
• Employee Assistance Program (EAP) covering 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 such as ticket triage, auto-response drafting, internal copilots, and 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: $90,000 to $106,000 per year
• Bonus: Eligibility depends on company performance against established goals and individual performance objectives
• Equity: Meaningful Restricted Stock Units in public company stock (NYSE: BLND)