Sr. Support Engineer

Blueprint is a Bellevue-based technology solutions firm helping organizations unlock value through strategy-driven technology and enterprise solutions. The Sr. Support Engineer will proactively monitor technical support cases, assess escalation risk, and ensure high-quality enterprise support delivery, particularly within Security, Identity, and M365 environments, while collaborating across leadership levels in a high-visibility remote role.

Blueprint is seeking a Sr. Support Engineer to operate within an internal support operations environment focused on minimizing executive-level escalation risk. This role emphasizes proactive case monitoring, technical accuracy, and communication quality to prevent high-risk situations from escalating. The position requires strong situational judgment, enterprise support experience, and the ability to collaborate effectively across multiple levels of leadership.

Responsibilities:
- Provide technical assistance related to software, hardware, and system operations
- Review incoming support cases to evaluate health, risk, and communication quality
- Identify and proactively engage in high-risk or sensitive cases to prevent escalation
- Contribute to enhancements of AI-driven risk-evaluation processes using historical trends
- Maintain detailed documentation of case activity, communications, and resolutions
- Collaborate with internal teams and leadership to ensure high-quality enterprise support delivery

Requirements:
- Associate degree in a computer-related field or equivalent technical training
- 7–10 years of technical support experience, including enterprise environments
- 5–7 years of experience supporting Security, Identity, or M365 services
- Demonstrated ability to evaluate case health and manage escalation risk
- Strong written and verbal communication skills under high-pressure situations
- Ability to independently troubleshoot complex technical issues with minimal oversight

This role offers competitive hourly compensation, comprehensive benefits, and the opportunity to contribute to high-visibility enterprise support operations in a collaborative consulting environment.