[Remote] Support Engineer - Escalation Management

Note: The job is a remote job and is open to candidates in USA. Blueprint is a technology solutions firm headquartered in Bellevue, Washington, focused on solving complex problems through innovative technology. In this role, you will act as a customer advocate, managing and resolving high-impact escalations across cloud and enterprise products while coordinating with various stakeholders to enhance the customer experience.

Responsibilities

• Manage and drive resolution of customer and partner escalations within defined SLAs
• Coordinate with cross-functional stakeholders (engineering, program management, technical advisors) to unblock issues
• Serve as a central point of communication, providing timely case updates and clear next steps
• Advocate for customers while balancing business policies to achieve mutually beneficial outcomes
• Analyze recurring or emerging issues and escalate them to appropriate teams for long-term resolution
• Facilitate discussions between stakeholders to mediate and resolve complex issues
• Prioritize and manage a high volume of cases effectively and independently
• Identify opportunities to improve processes and enhance the customer experience
• Apply strong judgment when exceptions to standard processes are necessary
• Participate in knowledge sharing, feedback loops, and mentorship opportunities

Skills

• 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/support systems
• 3+ years of experience with enterprise or cloud-based platforms (e.g., productivity suites, cloud infrastructure, or business applications)
• Proven ability to manage high-priority escalations and drive resolution across multiple stakeholders
• Strong written and verbal communication skills, including the ability to translate complex 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
• Strong problem-solving mindset with the ability to navigate ambiguous situations
• Ability to influence without formal authority and build relationships across teams
• Customer-first mindset with strong empathy and advocacy skills
• Experience supporting partners or handling licensing-related issues
• Strong organizational skills and ability to self-direct work
• Confidence in decision-making with the ability to clearly articulate rationale
• Experience researching issues and leveraging internal knowledge bases to drive solutions
• Collaborative team player with a focus on shared success

Benefits

• Medical, dental, and vision coverage
• Flexible Spending Account
• 401k program
• Competitive PTO offerings
• Parental Leave
• Opportunities for professional growth and development

Company Overview