SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Salary: USD 90,000 - 106,000 / annual
Blend is a cloud banking platform used by Wells Fargo, U.S. Bank, and over 330 other financial services firms to process an average of $5 billion in loans per day. The company's IT organization runs three teams: Helpdesk (employee productivity and fleet/identity operations), Infrastructure & Projects (platform-level architecture), and Enterprise Apps (Finance, GTM, People Ops stacks).
You will serve as a bridge between Tier 1 support and Helpdesk's project work. This is a builder's role focused on automation and escalation ownership, not a ticket-taker position. Your core responsibilities include:
**AI & Automation:** Identify recurring ticket patterns and transform them into automated or AI-assisted resolutions using self-service, agentic triage, and workflow automation (e.g., Workato). Propose and prototype new automation approaches proactively. Continuously evaluate what should move from manual resolution to system-driven resolution with human backstop. Document all automation work so it survives beyond your tenure.
**Senior Escalation & Technical Ownership:** Own tickets that exceed Tier 1 scope, including deeper troubleshooting, ambiguous root causes, and cross-system issues. Research unfamiliar problems independently—read documentation, test hypotheses, consult internal owners when genuinely stuck, and drive tickets to real resolution rather than workarounds. Keep resolutions durable through comprehensive documentation.
**Project Ownership:** Own Helpdesk-driven projects end-to-end from scope through execution to closure without requiring handoff. Examples include new tooling rollouts, fleet or identity initiatives, and cross-team asks. Flex between queue support and project work based on weekly capacity needs, ensuring neither silently drops.
You'll work in a distributed environment with teammates across the US, India, Mexico, and Spain, using Google Workspace and Confluence for collaboration.
**Requirements:**
- 5+ years of IT support experience, including meaningful time past Tier 1
- Demonstrated escalation handling and project ownership (kickoff to completion, not just runbook execution)
- Genuinely self-learning mindset: research unfamiliar problems, form hypotheses, test them, and propose solutions proactively
- Real curiosity about AI and automation tooling (experimentation or clear intent to learn required; production shipping not required)
- Comfortable owning ambiguity and context-switching between queue and project work
- Hands-on with modern endpoint/identity stack (JAMF, Intune, Okta, or comparable) and modern ITSM (Freshservice, Zendesk, Jira Service Management)
- Strong macOS and Windows troubleshooting fundamentals
- Working knowledge of networking (DNS, DHCP, VPN, Wi-Fi) at endpoint level
- Senior peer presence: drive projects with minimal supervision, give/receive direct feedback
- Clear communicator, comfortable working async with distributed teams
- Comfortable in Google Workspace-first environment with Confluence familiarity
**Bonus qualifications:**
- Hands-on experience with workflow automation platforms (Workato, Zapier, n8n, or similar)
- Experience building or supporting AI-assisted support tooling (ticket triage, auto-response drafting, internal copilots, agentic workflows)
- Scripting fundamentals (Bash, Python, PowerShell)
- Background in fintech, banking, or regulated industry (SOX, SOC 2)
- Experience supporting multi-region, distributed workforce
