Service Engineer 1
Service Engineer 1
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Job Description
Who is Blueprint
What does Blueprint do
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. Youll focus on solving unique business problems while gaining hands-on experience with the worlds best technology. We believe in unique perspectives and build teams of people with diverse skillsets and backgrounds. At Blueprint youll 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 wont find a better place to work and thrive than at Blueprint.
In this role
You will serve as a Service Engineer for a leading global online advertising platform providing advanced technical support to internal teams and partners. This position requires a strong technical background in cloud-based systems a passion for troubleshooting complex issues and a customer-focused mindset. You will play a critical role in maintaining and improving service reliability diagnosing technical issues and advocating for both customer experience and product enhancements through cross-functional collaboration.
Key Responsibilities
Perform advanced technical investigations and troubleshooting across telemetry streams to identify and resolve platform and performance issues.
Own customer issue resolution within defined service level agreements (SLAs) balancing speed and quality of support.
File and track product issues bugs and design requests; work closely with engineering teams to ensure fixes are implemented and customer impact is minimized.
Conduct root cause analysis and collaborate on service improvements with engineering and support teams.
Write and distribute Global Alerts and communications that provide issue visibility for internal stakeholders.
Create internal documentation processes and troubleshooting guides to support knowledge transfer across teams.
Analyze customer data and trends to influence platform enhancements product roadmaps and support strategies.
Represent the voice of the customer by consolidating and sharing feedback with product and leadership teams.
Identify opportunities to optimize customer experience and drive technical consultations that support upsell opportunities.
Prioritize and deliver technical projects client initiatives and implementation efforts in collaboration with support and engineering teams.
Participate in quality assurance efforts for new feature releases and pilot rollouts.
Design and automate monitoring systems and diagnostic tools to detect and address issues proactively.
Support on-call rotations including occasional nights and weekends.
Required Qualifications
Minimum 3 years of experience in technical support or software development roles.
Minimum 3 years of hands-on experience managing or supporting online systems hosted on Azure or similar cloud platforms.
At least 2 years of strong practical experience in SQL and Kusto (KQL) including writing complex queries managing stored procedures and querying Cosmos DB or similar data platforms.
Bachelors degree in Computer Science Engineering Data Science Information Technology or a related discipline OR equivalent technical experience with 5 years of relevant technical experience.
Experience providing customer-facing technical support ideally in a Tier 2 or Tier 3 capacity.
Preferred Qualifications
Background in online commerce or advertising platforms.
Proven track record in root cause analysis debugging and complex issue resolution.
Experience contributing to service reliability engineering or similar technical operations functions.
Strong communication skills with the ability to convey technical findings to non-technical stakeholders.
Experience working in cross-functional teams involving engineering sales and customer success.
Familiarity with telemetry systems and performance monitoring tools.
Past experience working with or within large enterprise organizations.
Salary Range
Pay ranges vary based on multiple factors including without limitation skill sets education responsibilities experience and geographical market. The pay range for this position reflects geographic based ranges for Washington state: $28.84 to $33.65 USD/hourly. The salary/wage and job title for this opening will be based on the selected candidates qualifications and experience and may be outside this range.
Equal Opportunity Employer
Blueprint Technologies LLC is an equal employment opportunity employer. Qualified applicants are considered without regard to race color age disability sex gender identity or expression orientation veteran/military status religion national origin ancestry marital or familial status genetic information citizenship or any other status protected by law.
If you need assistance or a reasonable accommodation to complete the application process please reach out to:
Blueprint believe in the importance of a healthy and happy team which is why our comprehensive benefits package includes:
- Medical dental and vision coverage
- Flexible Spending Account
- 401k program
- Competitive PTO offerings
- Parental Leave
- Opportunities for professional growth and development
Employment Type
Full Time
