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Today

Senior Helpdesk Engineer

Blend United States

United States

Today

$90k - $106k/yr Full time Senior Atlassian Jira Automation

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Job Description

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)

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