Blueprint Technologies - Senior Support Engineer - Enterprise Support
Requirements
• Associate's degree in Computer Science, Information Technology, or a related technical field, or equivalent practical experience. • 7–10 years of technical support experience supporting enterprise software, cloud platforms, or infrastructure technologies. • At least 5 years of experience supporting Security, Identity Management, or Microsoft 365-related technologies (or comparable enterprise platforms). • Strong experience evaluating support case health and identifying potential escalation risks. • Experience working across multiple technical disciplines or enterprise services. • Excellent troubleshooting, analytical, and problem-solving skills. • Strong verbal and written communication skills with the ability to communicate effectively across technical and management audiences. • Ability to work independently, prioritize competing demands, and manage multiple support engagements simultaneously. • Experience working with operating systems, configuration management tools, collaboration platforms, networking technologies, and directory services. • Previous experience supporting enterprise-level customer support organizations within large-scale technology environments. • Experience working with executive or high-visibility customer escalations. • Knowledge of AI-assisted support workflows, prompt engineering, or automated case evaluation technologies. • Experience analyzing operational metrics and using data to improve support processes and workflows. • Background in identifying trends and driving continuous process improvement initiatives. • Comfortable providing direct feedback and communicating with technical leadership and cross-functional stakeholders. • Experience working in remote, highly collaborative support organizations with geographically distributed teams.
Responsibilities
• As a Support Engineer with our client, you will play a key role in proactively identifying and managing high-risk customer support cases to reduce the likelihood of executive escalations. You will review support case health, collaborate with support engineers, product teams, and escalation stakeholders, and help ensure customer issues are progressing appropriately. In addition to operational case management, you will identify trends, contribute to process improvements, and help enhance AI-driven risk evaluation capabilities that improve the organization's overall support effectiveness. • Monitor and evaluate support cases to identify high-risk situations that may require proactive engagement. • Assess overall case health, technical progress, and customer communication to ensure timely issue resolution. • Collaborate with support engineers, product teams, and escalation stakeholders to address risks and maintain customer satisfaction. • Develop and improve AI-driven risk evaluation processes using historical support data and prompt engineering techniques. • Analyze support trends and recommend process, workflow, and operational improvements to reduce future escalation risks. • Maintain accurate records of support activities, case evaluations, and remediation efforts. • Investigate technical issues through log analysis, diagnostics, documentation review, and collaboration with technical teams. • Provide technical guidance and support to internal stakeholders regarding software, hardware, and cloud-based technologies. • Independently manage daily workload while balancing multiple high-priority support engagements. • Contribute to continuous improvement initiatives that enhance support quality, operational efficiency, and customer experience.
Benefits
• At Blueprint, we strive to offer competitive pay that reflects the value of our team members. Compensation for this role is influenced by a variety of factors, including skills, education, responsibilities, experience, and geographic market. • For candidates based in Washington State, the anticipated salary range is $40-45 USD Per Hr. Please note that we typically do not hire new employees at the top of the posted range. Actual starting pay will be determined based on experience, skills, and internal equity. The final salary and job title may vary depending on the selected candidate’s qualifications and could fall outside the stated range. • $40-45 USD Per Hr.
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