Blueprint
We deliver the right information, to the right person, at the right moment.
Senior Support Engineer
Location
Washington
Posted
6 days ago
Salary
$38 - $43 / hour
Associate Degree10 yrs expEnglish
Job Description
• Provide technical assistance to users by addressing inquiries related to software, hardware, and system operations, typically involving lower‑complexity issues.
• Review incoming support cases with a focus on evaluating overall health, technical accuracy, and communication quality.
• Identify high‑risk or sensitive cases that require proactive engagement to reduce the likelihood of escalation.
• Contribute to the enhancement of a risk‑evaluation engine using AI‑based prompt engineering and insights from historical case trends.
• Maintain detailed records of daily case activity, communication events, issues encountered, and resolution steps taken.
• Independently research technical issues by reading documentation, using diagnostic tools, and collaborating with users or internal teams.
Job Requirements
- Associate degree in a computer‑related field, or equivalent technical training.
- 7–10 years of experience in technical support roles.
- Prior experience in enterprise support delivery is required.
- 5–7 years of technical support experience in Security, Identity, or M365 services (critical requirement).
- 5 years of demonstrated ability to evaluate case health and recognize high‑risk escalation scenarios (critical requirement).
- Strong verbal and written communication skills with an emphasis on customer experience and clarity under pressure.
- Solid problem‑solving skills and ability to work independently with minimal oversight.
- Familiarity with a range of software tools such as configuration management solutions, desktop communications platforms, operating systems, and directory services.
- 5 years of experience providing direct communication and feedback to multiple layers of management.
Benefits
- Medical, dental, and vision coverage
- Flexible Spending Account
- 401k program
- Competitive PTO offerings
- Parental Leave
- Opportunities for professional growth and development
