Support Engineer

• Meet and exceed Blend SLAs for Email and Chat support queues 
• Lead the training and mentoring of new hires on the Client Support team
• Project management and execution of ongoing support projects
• Need to be/become a subject matter expert of Blend to assist with escalations from the Client Support team
• Act as a Tier 2 escalation point for Tier 1 support function
• Provide on call/after hours support for Enterprise customers
• Lead client facing outage communications
• Assist with managing product outages
• Demonstrated ability to efficiently manage client relationships and provide ongoing support for technical support projects

• 3+ years experience in a technical customer support role
• Experience working closely with Engineering and Product teams to resolve bugs in production environments
• Strong technical aptitude and ability to become a product expert quickly
• Subject matter expert or able to become subject matter experts rapidly in the following areas in respect : Loan Origination process, Software troubleshooting and web technologies
• Knowledge and ability to support developers who are using Blend’s RESTful APIs
• Ability to evaluate, troubleshoot, and resolve customer issues as well as perform fixes directly in client production environments
• Ability to work flexible schedules that may include evenings/weekends/holidays

To comply with local legislation, as well as to provide greater transparency to candidates, we share base pay ranges on all job postings regardless of desired hiring location. For full time hires, the hiring base pay range for this position is between $36.06 - $38.46. Beyond base pay, there is a bonus component paid out quarterly. Blend benefits and perks are described below. Final base pay offer amounts will vary depending on multiple factors, including but not limited to function, level, job related knowledge, skills, and experience.

• Meaningful equity
• 401(k) plan with employer matching contribution
• Comprehensive health benefits
• 16 weeks of paid parental leave
• Generous vacation policy 
• Work from home office set up stipend and internet stipend during COVID-19
• Wellness benefits covering a variety of wellness activities, gym memberships, fitness classes and more