Senior Helpdesk Engineer

Join Blend IT as a Senior Helpdesk Engineer, where you'll bridge the gap between Tier 1 support and project work. You'll own escalations beyond Tier 1, drive Helpdesk projects, and focus on AI and automation initiatives. Your responsibilities will include identifying recurring ticket patterns, proposing new automation approaches, and documenting your work. You'll also be the escalation point for complex tickets, research unfamiliar problems, and own Helpdesk-driven projects from start to finish. Enjoy comprehensive health benefits, a flexible work schedule, and a supportive work environment.

Responsibilities

• Be the escalation point for tickets that exceed Tier 1 scope, conducting deeper troubleshooting and driving tickets to resolution.
• Identify recurring ticket patterns and turn them into automated or AI-assisted resolutions, proposing and prototyping new automation or AI approaches.
• Own Helpdesk-driven projects end to end, from scope and planning to execution and closure, without needing someone else to carry it over the finish line.
• 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

Requirements

• 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
• Strong macOS and Windows troubleshooting fundamentals plus working knowledge of networking (DNS, DHCP, VPN, Wi-Fi) at the endpoint level
• 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
• 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
• Comfortable in a Google Workspace-first environment, with working familiarity with Confluence for documentation
• 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)

Preferred

• Experience building or supporting AI-assisted support tooling: ticket triage, auto-response drafting, internal copilots, agentic workflows
• Hands-on experience with workflow automation platforms (Workato, Zapier, n8n, or similar)
• Scripting fundamentals (Bash, Python, PowerShell)
• Background in fintech, banking, or another regulated industry (SOX, SOC 2)
• Experience supporting a multi-region, distributed workforce

Pay

USD 90,000 - 106,000