Senior Support Engineer

Responsibilities

• Monitor and evaluate support cases to identify high-risk situations
• Assess case health, technical progress, and customer communication
• Collaborate with support engineers, product teams, and escalation stakeholders
• Develop and improve AI-driven risk evaluation processes using prompt engineering
• Analyze support trends and recommend process improvements
• Investigate technical issues through log analysis and diagnostics
• Provide technical guidance regarding software, hardware, and cloud technologies

Requirements

• Associate's degree in Computer Science, IT, or related field
• 7–10 years of technical support experience with enterprise software or cloud platforms
• 5+ years supporting Security, Identity Management, or Microsoft 365
• Strong troubleshooting and analytical skills
• Experience with operating systems, networking, and directory services
• Excellent verbal and written communication skills

Preferred Qualifications

• Experience with executive or high-visibility customer escalations
• Knowledge of AI-assisted support workflows and prompt engineering
• Experience analyzing operational metrics to improve workflows
• Background in driving continuous process improvement
• Experience in remote, highly collaborative organizations

Benefits

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

About the Company

Blueprint is a technology solutions firm that helps organizations unlock value from existing assets by leveraging cutting-edge technology to create additional revenue streams and new lines of business.