Sr. Support Engineer

Blueprint Technologies•Bellevue, WA

16h•$38 - $43•Remote

About The Position

Who is Blueprint? 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 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.