Senior Support Engineer - Enterprise Support

About this role

<div class="x_elementToProof"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><strong data-olk-copy-source="MessageBody">Who is Blueprint?</strong> </span></div> <div class="x_elementToProof"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">We are a technology solutions firm headquartered in Bellevue, Washington, with a strong presence across the United States. Unified by a shared passion for solving complicated problems, our people are our greatest asset. We use technology as a tool to bridge the gap between strategy and execution, powered by the knowledge, skills, and the expertise of our teams, who all have unique perspectives and years of experience across multiple industries. We’re bold, smart, agile, and fun. </span></div> <div class="x_elementToProof"> </div> <div class="x_elementToProof"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><strong>What does Blueprint do?</strong> </span></div> <div class="x_elementToProof"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">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. </span></div> <div class="x_elementToProof"> </div> <div class="x_elementToProof"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><strong>Why Blueprint?</strong> </span></div> <div class="x_elementToProof"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">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. You’ll focus on solving unique business problems while gaining hands-on experience with the world’s best technology. We believe in unique perspectives and build teams of people with diverse skillsets and backgrounds. At Blueprint, you’ll 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 won’t find a better place to work and thrive than at Blueprint. </span></div> <div class="x_elementToProof"> <div> <h2><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">In This Role</span></h2> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">As a Support Engineer with our client, you will play a key role in proactively identifying and managing high-risk customer support cases to reduce the likelihood of executive escalations. You will review support case health, collaborate with support engineers, product teams, and escalation stakeholders, and help ensure customer issues are progressing appropriately. In addition to operational case management, you will identify trends, contribute to process improvements, and help enhance AI-driven risk evaluation capabilities that improve the organization's overall support effectiveness.</span></p> <span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><strong>Responsibilities</strong></span> <ul> <li data-section-id="12ri3xx" data-start="816" data-end="924">Monitor and evaluate support cases to identify high-risk situations that may require proactive engagement.</li> <li data-section-id="1de91f6" data-start="925" data-end="1036">Assess overall case health, technical progress, and customer communication to ensure timely issue resolution.</li> <li data-section-id="hihtxg" data-start="1037" data-end="1170">Collaborate with support engineers, product teams, and escalation stakeholders to address risks and maintain customer satisfaction.</li> <li data-section-id="1617o85" data-start="1171" data-end="1293">Develop and improve AI-driven risk evaluation processes using historical support data and prompt engineering techniques.</li> <li data-section-id="fkfkfn" data-start="1294" data-end="1415">Analyze support trends and recommend process, workflow, and operational improvements to reduce future escalation risks.</li> <li data-section-id="y40580" data-start="1416" data-end="1509">Maintain accurate records of support activities, case evaluations, and remediation efforts.</li> <li data-section-id="94s1mc" data-start="1510" data-end="1637">Investigate technical issues through log analysis, diagnostics, documentation review, and collaboration with technical teams.</li> <li data-section-id="lkltrv" data-start="1638" data-end="1763">Provide technical guidance and support to internal stakeholders regarding software, hardware, and cloud-based technologies.</li> <li data-section-id="17kp392" data-start="1764" data-end="1861">Independently manage daily workload…