Support Engineer

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 be responsible for delivering advanced technical support and managing high-impact customer escalations for a premier global technology platform. This role blends deep technical troubleshooting with crisis management and customer advocacy. You will investigate complex cloud-based system issues lead resolution of critical customer situations (CritSits) and collaborate across engineering product and support teams to drive systemic improvements. The work is fast-paced customer-facing and offers exposure to cutting-edge technologies such as cloud AI and cybersecurity. Flexibility to work evenings weekends and holidays as part of a 24x7 on-call rotation is required.

Responsibilities

• Lead and manage critical customer situations (CritSits) ensuring timely escalation handling and resolution of high-impact incidents.

• Perform advanced troubleshooting across telemetry streams SQL/KQL queries and cloud environments to diagnose and resolve complex technical issues.

• Maintain ownership of customer issues within SLAs balancing speed and quality of support.

• File track and advocate for product issues bugs and feature requests with engineering teams.

• Conduct root cause analysis (RCA) and partner with engineering/support teams to drive service improvements.

• Write and distribute global alerts incident updates and stakeholder communications during major outages.

• Develop internal documentation troubleshooting guides and process playbooks for knowledge sharing.

• Analyze customer data and incident trends to inform product roadmaps and service reliability strategies.

• Represent the voice of the customer by consolidating feedback and advocating for customer experience improvements.

• Support quality assurance and pilot rollouts of new product features.

• Design and automate monitoring systems and diagnostic tools for proactive issue detection.

• Mentor colleagues on escalation best practices and contribute to process enhancements.

• Collaborate globally across technical business and leadership teams to maintain customer confidence and deliver service recovery.

Required Qualifications

• 5 years of relevant technical experience in technical support incident management or software development.

  • OR Bachelors degree in Computer Science Engineering IT or related field with 4 years of experience.

  • OR Masters degree with 3 years of experience.

• 3 years of hands-on experience supporting cloud-based platforms (Azure preferred; AWS acceptable).

• Proficiency in SQL and Kusto (KQL) with experience writing advanced queries stored procedures and querying large data systems (Cosmos DB or similar).

• Experience handling Tier 2/Tier 3 customer-facing escalations in a high-pressure environment.

• Strong communication and stakeholder management skills with ability to translate technical findings into business context.

• Flexibility to work evenings weekends and holidays in a 24x7 support model.

Preferred Qualifications

• 8 years of experience in technical support service engineering or escalation management.

• Experience supporting large-scale online platforms advertising or e-commerce systems.

• Familiarity with enterprise technologies including Azure Microsoft 365 security solutions and AI-driven services.

• Certifications such as:

  • Azure Fundamentals (AZ-900)

  • Microsoft 365 Fundamentals (MS-900)

  • ITIL (Information Technology Infrastructure Library)

  • PMP (Project Management Professional)

• Background supporting U.S. Government clients or working within federal compliance frameworks.

• Strong knowledge of IT Service Management (ITSM) practices and escalation workflows.

• Proven expertise in debugging root cause analysis and managing politically sensitive client escalations.

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: $80000 to $90000 USD/annually. 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

Location: Preferably in the Greater Seattle WA area.