Support Engineer 3

Blueprint is a technology solutions firm headquartered in Bellevue, Washington, focused on helping organizations unlock value through innovative technology. The Support Engineer 3 role involves managing high-priority customer escalations and incidents, ensuring effective communication and resolution during critical service disruptions while participating in a 24x7 on-call rotation.

Responsibilities:

• Own and manage high‑priority, business‑critical customer escalations through resolution
• Serve as the incident lead during severity‑1 and high‑visibility situations, ensuring structured escalation processes are followed
• Actively triage incoming critical cases and review long‑running incidents to determine next actions and risk mitigation
• Coordinate cross‑functional internal teams and external stakeholders, including leadership, to drive timely resolution
• Deliver clear, concise, and executive‑level written and verbal communications throughout the incident lifecycle
• Track progress, risks, and dependencies during active incidents and ensure accountability across involved parties
• Identify systemic gaps, operational breakdowns, and recurring issues surfaced during incident execution
• Escalate internally as needed, up to executive levels, to remove blockers and resolve critical issues
• Mentor and guide teams outside the escalation function on critical situation processes when required
• Act as a crisis manager during catastrophic or politically sensitive customer events
• Contribute to continuous improvement efforts, including process optimization, tooling enhancements, and reporting
• Provide detailed incident reporting and insights to support decision‑making and long‑term improvements
• Participate in team initiatives, projects, and on‑call rotation to support 24x7 global coverage

Requirements:

• United States citizenship with an active, valid U.S. passport
• Minimum of 7 years of experience in the technology industry, customer service, support operations, or a related field
• OR Bachelor's degree in business, technology, or related field with 4+ years of relevant experience
• OR Master's degree in business, technology, or related field with 3+ years of relevant experience
• OR equivalent professional experience
• Proven experience supporting enterprise or high‑severity customer environments
• Strong familiarity with enterprise software platforms and terminology
• Demonstrated ability to manage high‑pressure situations with professionalism and sound judgment
• Exceptional written and verbal communication skills, including executive‑level summaries
• Ability to self‑manage, remain reliable within a defined shift, and meet strict response and availability expectations
• Willingness and ability to work non‑standard hours, weekends, and public holidays as part of a 24x7 rotation
• Proficiency with collaboration and productivity tools (email, messaging, document creation, spreadsheets, and shared workspaces), with 5–7 years of hands‑on experience
• Prior experience working within a large, complex technology organization
• Direct experience supporting or managing incidents involving enterprise cloud or productivity platforms
• Background in technical, support, or service operations roles (hands‑on technical work not required)
• Cloud fundamentals certification (e.g., cloud platform or productivity suite fundamentals)
• IT service management or project management certifications (ITIL, PMP, or similar)
• Experience mentoring or influencing teams outside of direct reporting structures
• Demonstrated success managing complex, mission‑critical, or politically sensitive customer situations