Senior Helpdesk Engineer, Blend

• 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, rather than waiting to be told the answer or escalating everything that isn't already documented
• You'll be expected to bring solutions to the table, not just tickets, and to own a project through to completion, not just start it
• 5+ years of IT support experience, including meaningful time past Tier 1. You've already handled escalations and carried at least one real project from kickoff to done, not just followed a runbook
• A genuinely self-learning mindset: given an unfamiliar problem, you research it, form a hypothesis, and test it. You don't wait for someone to hand you the answer, and you proactively propose solutions rather than just surfacing problems
• Real curiosity about AI and automation tooling. You don't need to have shipped a production agent or workflow yet, but you should already be experimenting, or clearly want to
• 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

Desirable

• 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), and 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, and take Helpdesk-driven projects, especially the AI-and-automation-first initiatives that keep getting pulled off track by day-to-day capacity, from kickoff to finish without needing someone else to close the loop
• You'll be the person asking "should a human even be doing this one?" for every recurring request, and then actually building the answer, freeing Helpdesk leadership to set direction instead of getting pulled back into the queue to keep projects moving
• AI & Automation: Owning the Pivot:
• Identify recurring ticket patterns and turn them into automated or AI-assisted resolutions: self-service, agentic triage, workflow automation (e.g., Workato), rather than solving the same request by hand every time
• Propose and prototype new automation or AI approaches to Helpdesk work; bring ideas forward rather than waiting for direction
• 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. Future teammates shouldn't have to reverse-engineer a workflow to trust it
• Senior Escalation & Technical Ownership:
• 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
• Project Ownership, Start to Finish:
• Own Helpdesk-driven projects end to end: scope, plan, execute, and close, without needing someone else to carry it over the finish line. New tooling rollouts, fleet or identity initiatives, cross-team asks
• Flex between queue support and project work based on where Helpdesk needs capacity that week, without either one silently dropping