Application Support

Application Support

Blend | Bangalore, KA, IN

Posted a month ago

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Description

Blend is a diverse team of problem solvers who believe that the world’s financial resources should be more accessible. Our cloud banking platform is used by Wells Fargo, U.S. Bank, and over 330 other financial services firms to acquire more customers, increase productivity, and deliver end-to-end digital experiences. Our software enables our customers to process an average of more than $5 billion in loans per day, making it possible for consumers to reach their financial goals faster and lead better lives. Come do work that matters.


Internal/External Title : Support Engineer (IC2)


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