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Support Engineer - Escalation Management

1 hour, 49 minutes ago
United States
Full-time
Senior
Technical Support Engineer
Project and Program Management
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

  • Manage and drive resolution of customer and partner escalations within defined SLAs.
  • Coordinate with engineering, program management, support, and technical advisors to unblock issues and remove blockers.
  • Serve as the central point of communication for case updates, risks, and next steps.
  • Advocate for customers while balancing organizational policies to reach workable outcomes.
  • Analyze recurring or emerging issues and escalate them for long-term resolution.
  • Facilitate discussions between stakeholders to mediate and resolve complex problems.
  • Prioritize and manage a high volume of cases independently.
  • Identify process improvement opportunities to enhance the customer experience.
  • Apply strong judgment when exceptions to standard processes are needed.
  • Participate in knowledge sharing, feedback loops, and mentorship opportunities.

Requirements

  • United States citizenship with an active, valid U.S. passport.
  • 5–7 years of experience in customer engagement, support operations, or related corporate services.
  • 5–7 years of experience managing escalations and working with ticketing or support systems.
  • 3+ years of experience with enterprise or cloud-based platforms.
  • Proven ability to manage high-priority escalations across multiple stakeholders.
  • Strong written and verbal communication skills, including translating technical issues for non-technical audiences.
  • Demonstrated stakeholder management and collaboration skills.
  • Ability to work in fast-paced environments and manage competing priorities effectively.
  • Fluent in English.
  • Experience working with cloud platforms or enterprise productivity/business applications, preferred.
  • Strong problem-solving skills and comfort navigating ambiguous situations, preferred.
  • Ability to influence without formal authority and build relationships across teams, preferred.
  • Customer-first mindset with strong empathy and advocacy skills, preferred.
  • Experience supporting partners or handling licensing-related issues, preferred.
  • Strong organizational skills and ability to self-direct work, 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 work location.
  • Competitive pay, with Washington State pay anticipated at $30–$33 USD per hour.

Interested in this position?

Apply directly on the company website

Apply Now

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