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Senior Support Engineer - Enterprise Support

27 minutes ago
United States
Full-time
Senior
Technical Support Engineer
Customer and Technical Support
Apply Now
Blueprint Technologies

Blueprint Technologies

Blueprint Technologies specializes in delivering tailored business management and IT solutions that optimize cloud spending, enhance productivity, and drive innovation across various industries, including manufacturing, retail, finance, and healthcare.

Internet Software & Services
251-1K
Founded 2013
View All Jobs 9

Description

  • Monitor and evaluate support cases to identify high-risk situations that need proactive engagement.
  • Assess case health, technical progress, and customer communication to support timely 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 workflow and operational improvements to reduce escalation risk.
  • 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 to internal stakeholders on software, hardware, and cloud-based technologies.
  • Manage a daily workload while balancing multiple high-priority support engagements.
  • Contribute to continuous improvement initiatives that enhance support quality, efficiency, and customer experience.

Requirements

  • 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 across technical and management audiences.
  • Ability to work independently, prioritize competing demands, and manage multiple support engagements simultaneously.
  • Experience with operating systems, configuration management tools, collaboration platforms, networking technologies, and directory services.
  • Previous experience supporting enterprise-level customer support organizations within large-scale technology environments (preferred).
  • Experience working with executive or high-visibility customer escalations (preferred).
  • Knowledge of AI-assisted support workflows, prompt engineering, or automated case evaluation technologies (preferred).
  • Experience analyzing operational metrics and using data to improve support processes and workflows (preferred).
  • Background in identifying trends and driving continuous process improvement initiatives (preferred).
  • Comfort with direct feedback and communication with technical leadership and cross-functional stakeholders (preferred).
  • Experience in remote, highly collaborative support organizations with geographically distributed teams (preferred).

Benefits

  • Medical, dental, and vision coverage.
  • Flexible Spending Account.
  • 401(k) program.
  • Competitive PTO offerings.
  • Parental leave.
  • Opportunities for professional growth and development.
  • Remote location/work arrangement.
  • Competitive pay with an anticipated Washington State rate of $40–45 per hour.

Interested in this position?

Apply directly on the company website

Apply Now

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