Support Engineer – Escalation Management

🕒 Yesterday

☕ Washington – Remote

☕ Washington – Remote

💵 $30 - $33 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Blueprint

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2013

🛒 Retail

Retail • Financial Services • Health & Life Sciences

Blueprint is a technology consulting firm that helps organizations modernize their data platforms and accelerate AI adoption. They specialize in Databricks and lakehouse solutions, data migrations (including Snowflake-to-Databricks), data governance and Unity Catalog, cloud and infrastructure, generative AI (AI Factory), analytics, application development, and video analytics. Blueprint focuses on delivering fast time-to-value with accelerators like the Lakehouse Optimizer and Augmented FinOps, serving enterprise clients across regulated and data-intensive industries.

📋 Description

• In this role, with our client you will act as a customer advocate responsible for managing and resolving complex, high-impact escalations across cloud and enterprise products. • You will coordinate with cross-functional stakeholders—including engineering, program management, and support teams—to remove blockers, drive timely resolutions, and improve the overall customer experience. • You will proactively communicate with both technical and non-technical audiences, ensuring clarity on case status, risks, and next steps. • This role requires strong judgment to balance customer needs with organizational policies while identifying trends, process gaps, and opportunities for continuous improvement.

🎯 Requirements

• 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

🏖️ Benefits

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