Support Engineer

| San Francisco
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Blend helps lenders maximize their digital agility. Our digital lending platform is used by Wells Fargo, U.S. Bank, and other leading financial institutions to increase customer acquisition, improve productivity, and accelerate the delivery of any banking product across every channel. We process more than $3.5 billion in mortgages and consumer 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. 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:

  • 2+ 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

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.
Notice at Collection for California Applicants 

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Technology we use

  • Engineering
    • GolangLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • ReactLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • MongoDBDatabases

Location

415 Kearny Street, San Francisco, CA 94108

What are Blend Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Game Room
Stocked Kitchen
Happy Hours
Parking
Pet Friendly
Recreational Clubs
Relocation Assistance
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Time allotted for learning
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