Senior Helpdesk Engineer: AI & Automation Lead

Blend; United States; Remote; USD 90,000 - 106,000; Full time

Benefits offered by this job

Medical, dental, and vision benefits

401(k) with company match

Generous PTO and parental leave

Job summary

Blend is hiring a Senior Helpdesk Engineer to bridge the gap between Tier 1 support and Helpdesk projects, focusing on AI-and-automation-first initiatives. You will own escalations, research and resolve complex issues, and drive Helpdesk-driven projects from kickoff to completion.

You should be naturally self-learning, proactive, and comfortable working across distributed teams in the US. The role emphasizes building solutions rather than just handling tickets, with compensation including a base

Qualifications

• 5+ years of IT support experience with escalations experience.
• Proven track record delivering end-to-end projects from kickoff to completion.
• Demonstrated self-learning mindset with proactive problem solving.
• Strong interest in AI and automation tooling and experimentation.

Responsibilities

• Be the escalation point for tickets beyond Tier 1 and own the resolution end-to-end.
• Research unfamiliar problems, test hypotheses, and drive real fixes.
• Own Helpdesk-driven projects from scope to finish and roll out new tooling.
• Balance queue support with project work to keep initiatives moving forward.

Skills

IT support

Escalations

Project ownership

AI/Automation interest

Troubleshooting

Communication

Cross-team collaboration

Tools

JAMF

Intune

Okta

Freshservice

Zendesk

Jira Service Management

Job description

Blend is hiring a Senior Helpdesk Engineer to bridge the gap between Tier 1 support and Helpdesk projects, focusing on AI-and-automation-first initiatives. You will own escalations, research and resolve complex issues, and drive Helpdesk-driven projects from kickoff to completion.

You should be naturally self-learning, proactive, and comfortable working across distributed teams in the US. The role emphasizes building solutions rather than just handling tickets, with compensation including a base