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Salary: USD 58,000 - 69,000 / annual
Blend is seeking a Premier Support Specialist to serve as a dedicated support representative for select high-value financial services clients. This role is part of Blend's premium support tier, where you'll act as the primary point of contact for a portfolio of major clients including independent mortgage banks, mid-to-large banks, and top-tier lending institutions.
You will manage the complete support experience for assigned clients, handling escalations, complex technical issues, and product feedback. Key responsibilities include serving as the escalation contact for high-priority issues, participating in weekly client meetings and quarterly business reviews, monitoring support KPIs, and managing project execution for support-led initiatives. You'll oversee client-facing outage communications, ensure SLA compliance, and collaborate closely with Blend's Engineering and Product Management teams to resolve production issues.
The role requires managing relationships with enterprise clients, developing deep expertise in their technology stacks and Blend's loan origination platform, and demonstrating strong technical troubleshooting capabilities. You'll assess and resolve customer issues in production environments, implement solutions, and contribute to customer retention initiatives.
Required qualifications include 2-4 years in customer-facing technical roles (support engineering, technical account management, customer success, or sales engineering), strong technical aptitude with ability to rapidly acquire product expertise, and demonstrated experience collaborating with engineering teams on production bugs. You should have subject matter expertise or the ability to quickly develop it in loan origination processes, software troubleshooting, and web technologies. Experience supporting developers using RESTful APIs, project management skills, and the ability to communicate effectively with VP-level stakeholders are essential. The role requires flexibility for evenings, weekends, and holidays.
