Senior Support Engineer - Enterprise Support

Previous experience supporting enterprise-level customer support organizations within large-scale technology environments.

Experience working with executive or high-visibility customer escalations.

Knowledge of AI-assisted support workflows, prompt engineering, or automated case evaluation technologies.

Experience analyzing operational metrics and using data to improve support processes and workflows.

Comfortable providing direct feedback and communicating with technical leadership and cross-functional stakeholders.

At Blueprint, we strive to offer competitive pay that reflects the value of our team members. Compensation for this role is influenced by a variety of factors, including skills, education, responsibilities, experience, and geographic market.

$40-45 USD Per Hr.

Please note that we typically do not hire new employees at the top of the posted range. Actual starting pay will be determined based on experience, skills, and internal equity. The final salary and job title may vary depending on the selected candidate’s qualifications and could fall outside the stated range.

Monitor and evaluate support cases to identify high-risk situations that may require proactive engagement.

Assess overall case health, technical progress, and customer communication to ensure timely issue resolution.

Collaborate with support engineers, product teams, and escalation stakeholders to address risks and maintain customer satisfaction.

Develop and improve AI-driven risk evaluation processes using historical support data and prompt engineering techniques.

Analyze support trends and recommend process, workflow, and operational improvements to reduce future escalation risks.

Maintain accurate records of support activities, case evaluations, and remediation efforts.