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Support Engineer 3

1 day, 21 hours 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 16

Description

  • Own and manage high-priority, business-critical customer escalations through resolution.
  • Serve as the incident lead during severity-1 and high-visibility situations, following structured escalation processes.
  • Triage incoming critical cases and review long-running incidents to determine next actions and risk mitigation.
  • Coordinate cross-functional internal teams and external stakeholders, including leadership, to drive timely resolution.
  • Deliver clear, concise executive-level written and verbal communications throughout the incident lifecycle.
  • Track progress, risks, and dependencies during active incidents and maintain accountability across involved parties.
  • Identify systemic gaps, operational breakdowns, and recurring issues surfaced during incident execution.
  • Escalate internally as needed, up to executive levels, to remove blockers and resolve critical issues.
  • Mentor teams outside the escalation function on critical situation processes when needed.
  • Contribute to continuous improvement efforts, including process optimization, tooling enhancements, and reporting.

Requirements

  • United States citizenship with an active, valid U.S. passport.
  • 7+ years of experience in the technology industry, customer service, support operations, or a related field.
  • Bachelor’s degree in business, technology, or related field with 4+ years of relevant experience, or master’s degree with 3+ years of relevant experience, or equivalent professional experience.
  • Experience supporting enterprise or high-severity customer environments.
  • Strong familiarity with enterprise software platforms and terminology.
  • Demonstrated ability to manage high-pressure situations with professionalism and sound judgment.
  • Exceptional written and verbal communication skills, including executive-level summaries.
  • Ability to self-manage, remain reliable within a defined shift, and meet strict response and availability expectations.
  • Willingness and ability to work non-standard hours, weekends, and public holidays as part of a 24x7 rotation.
  • Proficiency with collaboration and productivity tools, with 5–7 years of hands-on experience.
  • Prior experience working within a large, complex technology organization (preferred).
  • Direct experience supporting or managing incidents involving enterprise cloud or productivity platforms (preferred).
  • Background in technical, support, or service operations roles; hands-on technical work not required (preferred).
  • Cloud fundamentals certification or productivity suite fundamentals certification (preferred).
  • ITIL, PMP, or similar IT service management or project management certification (preferred).
  • Experience mentoring or influencing teams outside of direct reporting structures (preferred).
  • Demonstrated success managing complex, mission-critical, or politically sensitive customer situations (preferred).

Benefits

  • Competitive salary of $25–$27.10 per hour for Washington State candidates.
  • Medical, dental, and vision coverage.
  • Flexible Spending Account (FSA).
  • 401(k) program.
  • Competitive PTO offerings.
  • Parental leave.
  • Opportunities for professional growth and development.
  • Fully remote work location.

Interested in this position?

Apply directly on the company website

Apply Now

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