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Support Engineer

San Francisco, CA | Full Time
14 Days Ago

Job Description

Blend is growing the various functions in our Support team including our Tier 2 Support Engineering team. The Support Engineer is part of a highly valued team at Blend, because we will only be successful if our customers are successful. We are looking for an exceptional person to join this team – someone who regularly goes above and beyond to provide the best possible service and relevant solutions to our clients. If you join us, you’ll be part of a small, tightly-knit and growing Support team that is ridiculously good at providing world-class service. 

How you'll contribute: 

  • 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

Who you are: 

  • 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

Benefits and Perks:

  • Meaningful equity and a 401(k) plan
  • Comprehensive health benefits 
  • Wellness benefits covering a variety of wellness activities, fitness classes, fitness equipment and more 
  • Stipends for work from home office set up, internet, and meals 
  • Company-wide mental health days 
  • Weekly remote all hands
  • Up to 15 days accrued vacation per year
  • 16 weeks of paid parental leave

 

#LI-LH1

Company Overview

  • Website blend.com
  • Headquarters SAN FRANCISCO, CA
  • Size 500 - 1,000
  • Founded 2012
  • Type Private
  • CEO NIMA GHAMSARI
  • Revenue $10M - $50M
  • Industry Financial Services
  • About blend
  • Blend is a digital mortgage platform that helps lenders to manage and process home loan applications.

Career Path for Support Engineer

The following is the career advancement route for Support Engineer positions, which can be used as a reference in future career path planning. As a Support Engineer, it can be promoted into senior positions as a Technical Support Analyst III that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Support Engineer. You can explore the career advancement for a Support Engineer below and select your interested title to get hiring information.