Support Engineer

San Francisco Services Full-time

Blend makes the process of getting a loan simpler, faster, and safer. With its industry-leading digital lending platform, Blend helps financial institutions like Wells Fargo and U.S. Bank increase productivity and deliver exceptional customer experiences. The company processes nearly $2 billion in loans daily, helping millions of consumers get into homes and gain access to the capital they need to lead better lives.

Blend is growing the various functions in our Support team including our Tier 2 Support engineering team. This Support is 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. 

Responsibilities:

  • 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

Requirements:

  • 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

Blend is an equal opportunity employer that values diversity, inclusion and belonging. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity or expression, sexual orientation, age, marital status, veteran status, disability status, or any other characteristic protected by law. We will consider for employment all qualified applicants with arrest and conviction records in a manner consistent with applicable law, including the San Francisco Fair Chance Ordinance.

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