Support Engineer

Blueprint Technologies•Charlotte, NC

9d•$30 - $33•Hybrid

About The Position

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. 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. 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, you will serve as a senior technical support engineer supporting an enterprise data governance and analytics platform. You will work directly with customers to troubleshoot complex technical issues related to data cataloging, data mapping, metadata management, and governance policies across diverse data environments. The role requires strong customer engagement, deep technical expertise in cloud-based data services, and the ability to manage a high volume of concurrent support cases while collaborating closely with internal engineering and escalation teams.

Requirements

Associate’s degree in a computer-related field or equivalent professional experience
5–7 years of experience in a technical support, systems support, or IT services role
5+ years of hands-on experience with one or more Big Data, data governance, or analytics platforms
Experience supporting cloud-based data services related to data governance, risk, or compliance
Experience with modern data platforms and analytics services (including data integration and orchestration tools)
Strong experience handling customer-facing IT support tickets
Solid understanding of data warehouses, SQL databases, and core data concepts
Ability to work independently, manage time effectively, and maintain ownership of complex issues
Excellent verbal and written communication, problem-solving, and customer service skills

Nice To Haves

Prior experience supporting enterprise cloud platforms in a production support environment
Background supporting data governance, metadata management, or compliance-related solutions
Experience with large-scale analytics platforms and integrated data ecosystems
Familiarity with third-party data and metadata tools
Proven ability to operate in fast-paced support environments with high accountability
Experience working closely with engineering or product teams on escalations and root cause analysis

Responsibilities

Own the end-to-end customer support experience for assigned technical cases
Troubleshoot, diagnose, and resolve complex issues related to data governance, metadata, and analytics platforms
Support customers with data cataloging, data mapping, policy configuration, and governance implementations
Manage and prioritize a high-volume case workload (typically 12–15 active cases simultaneously)
Communicate clearly and professionally with customers through written and verbal channels
Collaborate across internal teams using structured troubleshooting and escalation best practices
Identify cases requiring technical or strategic escalation and engage appropriate internal stakeholders
Create, track, and maintain incident or escalation requests to engineering or product teams
Ensure transparency, documentation, and timely follow-ups throughout the support lifecycle