Senior Support Engineer - Enterprise Support

Who is Blueprint?  We are a technology solutions firm headquartered in Bellevue, Washington, with a strong presence across the United States. Unified by a shared passion for solving complicated problems, our people are our greatest asset. We use technology as a tool to bridge the gap between strategy and execution, powered by the knowledge, skills, and the expertise of our teams, who all have unique perspectives and years of experience across multiple industries. We’re bold, smart, agile, and fun.    What does Blueprint do?  Blueprint helps organizations unlock value from existing assets by leveraging cutting-edge technology to create additional revenue streams and new lines of business. We connect strategy, business solutions, products, and services to transform and grow companies.    Why Blueprint?  At Blueprint, we believe in the power of possibility and are passionate about bringing it to life. Whether you join our bustling product division, our multifaceted services team or you want to grow your career in human resources, your ability to make an impact is amplified when you join one of our teams. You’ll focus on solving unique business problems while gaining hands-on experience with the world’s best technology. We believe in unique perspectives and build teams of people with diverse skillsets and backgrounds. At Blueprint, you’ll have the opportunity to work with multiple clients and teams, such as data science and product development, all while learning, growing, and developing new solutions. We guarantee you won’t find a better place to work and thrive than at Blueprint. 

In This Role

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.

Responsibilities

• 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.

Qualifications (Required)

• 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.

Preferred Qualifications

• 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.

Salary Range  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.   Equal Opportunity Employer  Blueprint Technologies, LLC is an equal employment opportunity employer. Qualified applicants are considered without regard to race, color, age, disability, sex, gender identity or expression, orientation, veteran/military status, religion, national origin, ancestry, marital, or familial status, genetic information, citizenship, or any other status protected by law.  If you need assistance or a reasonable accommodation to complete the application process, please reach out to: recruiting@bpcs.com  Blueprint believe in the importance of a healthy and happy team, which is why our comprehensive benefits package includes: 

• Medical, dental, and vision coverage 
• Flexible Spending Account 
• 401k program 
• Competitive PTO offerings 
• Parental Leave 
• Opportunities for professional growth and development 

Location: Remote