Blend is a diverse team of problem solvers who believe that the world’s financial resources should be more accessible.
Cloud banking platform used by Wells Fargo, U.S. Bank, and over 330 other financial services firms.
Software enables customers to process an average of more than $5 billion in loans per day.
Responsibilities
Identify recurring ticket patterns and turn them into automated or AI-assisted resolutions: self-service, agentic triage, workflow automation (e.g., Workato).
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, with a human as backstop," and help build that system.
Document what you automate so it survives past you.
Be the escalation point for tickets that exceed Tier 1 scope: deeper troubleshooting, ambiguous root causes, cross-system issues.
Research unfamiliar problems independently. Read the docs, test a hypothesis, consult the right internal owner when genuinely stuck, and drive the ticket to a real resolution rather than a workaround.
Keep resolutions durable: document fixes so the same hard problem doesn't get re-solved from scratch next time.
Own Helpdesk-driven projects end to end: scope, plan, execute, and close.
Flex between queue support and project work based on where Helpdesk needs capacity that week.
Requirements
5+ years of IT support experience, including meaningful time past Tier 1.
A genuinely self-learning mindset: given an unfamiliar problem, you research it, form a hypothesis, and test it.
Real curiosity about AI and automation tooling.
Comfortable owning ambiguity and moving between queue work and project work without losing track of either.
Hands-on 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 working knowledge of networking (DNS, DHCP, VPN, Wi-Fi) at the endpoint level.
Senior peer presence: comfortable driving a project without close supervision, and giving/receiving direct feedback with teammates and stakeholders.
Clear communicator, comfortable working async with distributed teammates across the US, India, Mexico, and Spain.
Comfortable in a Google Workspace-first environment, with working familiarity with Confluence for documentation.
Bonus: Hands-on experience with workflow automation platforms (Workato, Zapier, n8n, or similar).
Bonus: Experience building or supporting AI-assisted support tooling: ticket triage, auto-response drafting, internal copilots, agentic workflows.