Only External Postings - Support Engineer - Escalation Management
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Requirements
• United States citizenship with an active, valid U.S. passport • 5–7 years of experience in customer engagement, support operations, or related corporate services • 5–7 years of experience managing escalations and working with ticketing/support systems • 3+ years of experience with enterprise or cloud-based platforms (e.g., productivity suites, cloud infrastructure, or business applications) • Proven ability to manage high-priority escalations and drive resolution across multiple stakeholders • Strong written and verbal communication skills, including the ability to translate complex technical issues for non-technical audiences • Demonstrated stakeholder management and collaboration skills • Ability to work in fast-paced environments and manage competing priorities effectively • Fluent in English • Experience working with cloud platforms or enterprise productivity/business applications • Strong problem-solving mindset with the ability to navigate ambiguous situations • Ability to influence without formal authority and build relationships across teams • Customer-first mindset with strong empathy and advocacy skills • Experience supporting partners or handling licensing-related issues • Strong organizational skills and ability to self-direct work • Confidence in decision-making with the ability to clearly articulate rationale • Experience researching issues and leveraging internal knowledge bases to drive solutions • Collaborative team player with a focus on shared success
Responsibilities
• In this role, with our client you will act as a customer advocate responsible for managing and resolving complex, high-impact escalations across cloud and enterprise products. You will coordinate with cross-functional stakeholders—including engineering, program management, and support teams—to remove blockers, drive timely resolutions, and improve the overall customer experience. • You will proactively communicate with both technical and non-technical audiences, ensuring clarity on case status, risks, and next steps. This role requires strong judgment to balance customer needs with organizational policies while identifying trends, process gaps, and opportunities for continuous improvement. • Manage and drive resolution of customer and partner escalations within defined SLAs • Coordinate with cross-functional stakeholders (engineering, program management, technical advisors) to unblock issues • Serve as a central point of communication, providing timely case updates and clear next steps • Advocate for customers while balancing business policies to achieve mutually beneficial outcomes • Analyze recurring or emerging issues and escalate them to appropriate teams for long-term resolution • Facilitate discussions between stakeholders to mediate and resolve complex issues • Prioritize and manage a high volume of cases effectively and independently • Identify opportunities to improve processes and enhance the customer experience • Participate in knowledge sharing, feedback loops, and mentorship opportunities
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 $30 – $33 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. • $30 – $33 USD Per Hr.
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