Support Engineer 3- Escalation Manager

Who is Blueprint?

We are a technology solutions firm headquartered in Bellevue, Washington, with a strong presence across the United States. Unified by a shared passion for solving complicated problems, our people are our greatest asset. We use technology as a tool to bridge the gap between strategy and execution, powered by the knowledge, skills, and the expertise of our teams, who all have unique perspectives and years of experience across multiple industries. We’re bold, smart, agile, and fun.

What does Blueprint do?

Blueprint helps organizations unlock value from existing assets by leveraging cutting-edge technology to create additional revenue streams and new lines of business. We connect strategy, business solutions, products, and services to transform and grow companies.

Why Blueprint?

At Blueprint, we believe in the power of possibility and are passionate about bringing it to life. Whether you join our bustling product division, our multifaceted services team or you want to grow your career in human resources, your ability to make an impact is amplified when you join one of our teams. You’ll focus on solving unique business problems while gaining hands-on experience with the world’s best technology. We believe in unique perspectives and build teams of people with diverse skillsets and backgrounds. At Blueprint, you’ll have the opportunity to work with multiple clients and teams, such as data science and product development, all while learning, growing, and developing new solutions. We guarantee you won’t find a better place to work and thrive than at Blueprint

In this role:
You will be responsible for managing and resolving high-impact customer escalations for a premier technology organization, with a focus on U.S. Government and strategic enterprise clients. This position plays a pivotal role in ensuring mission-critical issues are addressed swiftly, coordinating cross-functional teams, and providing clear communication during high-stress incidents. The work is dynamic, customer-facing, and offers exposure to emerging technologies such as cloud, AI, and cybersecurity. The role is fully remote and requires flexibility to work outside standard hours, including potential weekends and holidays.

• Lead the management of critical customer situations (CritSits), ensuring timely escalation handling and incident resolution.

• Maintain ownership of high-priority, high-visibility cases across a broad portfolio of enterprise technologies.

• Serve as a crisis manager in urgent, complex, or politically sensitive situations involving major clients.

• Interface with technical teams, support organizations, and leadership to drive resolution and maintain customer confidence.

• Deliver mentoring and process guidance to internal stakeholders on the CritSit process.

• Provide 24x7 on-call support coverage as part of a rotating schedule, ensuring business continuity for critical operations.

• Drive systemic issue identification and process improvement initiatives.

• Maintain detailed reporting and analysis to support operational decision-making.

• Collaborate across global teams and departments to deliver high-quality customer experiences and service recovery.

• Contribute to internal projects to enhance tools, workflows, and escalation processes.

• U.S. Citizenship with a valid, active U.S. Passport or Real ID at the time of application (redacted copy required).

• Minimum 7 years of experience in the technology industry, specifically in customer support, incident management, or related roles.

  • OR Bachelor’s degree in technology, business, or a related field with 4+ years of relevant experience

  • OR Master’s degree with 3+ years of relevant experience

  • OR equivalent experience

• Proven experience managing escalations in a high-pressure support environment.

• Ability and willingness to work flexible hours, including weekends and public holidays, as part of a 24x7 support model.

• Strong communication, stakeholder management, and crisis leadership skills.

• 8+ years of experience in customer service or technology industry roles involving complex incident handling.

• Familiarity with a broad range of enterprise technologies, including but not limited to:

  • Cloud platforms (Azure preferred)

  • Microsoft 365

  • Security solutions

  • AI-driven tools and services

• Industry certifications such as:

  • Azure Fundamentals (AZ-900)

  • Microsoft 365 Fundamentals (MS-900)

  • ITIL (Information Technology Infrastructure Library)

  • PMP (Project Management Professional)

• Experience supporting U.S. Government clients or working within federal support frameworks.

• Strong understanding of IT service management (ITSM) practices and escalation workflows.

Salary Range

Pay ranges vary based on multiple factors including, without limitation, skill sets, education, responsibilities, experience, and geographical market. The pay range for this position reflects geographic-based ranges for Washington state: $26.44 to $28.85 USD/hourly.  The salary/wage and job title for this opening will be based on the selected candidate’s qualifications and experience and may be outside this range.

Equal Opportunity Employer

Blueprint Technologies, LLC is an equal employment opportunity employer. Qualified applicants are considered without regard to race, color, age, disability, sex, gender identity or expression, orientation, veteran/military status, religion, national origin, ancestry, marital, or familial status, genetic information, citizenship, or any other status protected by law.

If you need assistance or a reasonable accommodation to complete the application process, please reach out to: [email protected]

Blueprint believe in the importance of a healthy and happy team, which is why our comprehensive benefits package includes:

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

Location: Remote, preferably in the Greater Seattle area.