Sr. Support Engineer

Blueprint Technologies•Bellevue, WA

8h•$38 - $43•Remote

About The Position

In this role, the Support Engineer will work within an internal support operations environment focused on reducing executive‑level escalation risk. The position centers on proactively monitoring incoming technical support cases, identifying potentially high‑risk situations, and engaging early to prevent issues from escalating. The engineer will evaluate technical case health, ensure high‑quality communication, and contribute to ongoing improvements in risk‑assessment processes. This is a highly collaborative and visibility‑driven role requiring strong situational judgment, clear communication, and comfort interacting with multiple layers of leadership.

Requirements

Associate degree in a computer‑related field, or equivalent technical training.
7–10 years of experience in technical support roles.
Prior experience in enterprise support delivery is required.
5–7 years of technical support experience in Security, Identity, or M365 services (critical requirement).
5 years of demonstrated ability to evaluate case health and recognize high‑risk escalation scenarios (critical requirement).
Strong verbal and written communication skills with an emphasis on customer experience and clarity under pressure.
Solid problem‑solving skills and ability to work independently with minimal oversight.
Familiarity with a range of software tools such as configuration management solutions, desktop communications platforms, operating systems, and directory services.
5 years of experience providing direct communication and feedback to multiple layers of management.

Nice To Haves

Experience working in environments that handle executive escalations or high‑visibility support cases.
Familiarity with monitoring and risk‑assessment programs within technical support organizations.
Comfortable operating in fast‑moving, high‑stakes support environments.
Ability to synthesize technical details into clear, concise summaries for non‑technical audiences.
Strong situational judgment, especially related to customer impact and escalation patterns.

Responsibilities

Provide technical assistance to users by addressing inquiries related to software, hardware, and system operations, typically involving lower‑complexity issues.
Review incoming support cases with a focus on evaluating overall health, technical accuracy, and communication quality.
Identify high‑risk or sensitive cases that require proactive engagement to reduce the likelihood of escalation.
Contribute to the enhancement of a risk‑evaluation engine using AI‑based prompt engineering and insights from historical case trends.
Maintain detailed records of daily case activity, communication events, issues encountered, and resolution steps taken.
Independently research technical issues by reading documentation, using diagnostic tools, and collaborating with users or internal teams.