[Hiring] Senior Helpdesk Engineer @Blend

Role Description

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 the systems, SaaS, and automation tooling IT depends on)
• Enterprise Apps (Finance, GTM, and People Ops stacks)

We're hiring a Senior Helpdesk Engineer to be the bridge between the T1 queue and Helpdesk's project work:

• Own escalations that go past Tier 1
• Take Helpdesk-driven projects, especially AI-and-automation-first initiatives, from kickoff to finish
• Ask "should a human even be doing this one?" for every recurring request
• Build solutions to free Helpdesk leadership to set direction

This is a builder's role, not a ticket-taker's role. We're looking for someone who is genuinely self-learning:

• Comfortable researching an unfamiliar problem from scratch
• Forming a hypothesis, testing it, and proposing a fix
• Expected to bring solutions to the table and own projects through to completion

Qualifications

• 5+ years of IT support experience, including meaningful time past Tier 1
• A genuinely self-learning mindset
• Real curiosity about AI and automation tooling
• Comfortable owning ambiguity and moving between queue work and project work
• Hands-on with a modern endpoint/identity stack (JAMF, Intune, Okta, or comparable)
• Strong macOS and Windows troubleshooting fundamentals
• Senior peer presence
• Clear communicator, comfortable working async with distributed teammates
• Comfortable in a Google Workspace-first environment

Requirements

• Identify recurring ticket patterns and turn them into automated or AI-assisted resolutions
• Propose and prototype new automation or AI approaches to Helpdesk work
• Continuously evaluate what should move from "a human resolves this" to "a system resolves this"
• Document what you automate
• Be the escalation point for tickets that exceed Tier 1 scope
• Research unfamiliar problems independently
• Keep resolutions durable by documenting fixes
• Own Helpdesk-driven projects end to end
• Flex between queue support and project work based on Helpdesk needs

Benefits

• Comprehensive and competitive benefits package
• 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)
• 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

Compensation

• Base Salary Range: $90,000 to $106,000
• Bonus eligibility contingent upon company performance and individual objectives
• Equity: Meaningful Restricted Stock Units in public company stock (NYSE: BLND)