Blue Alliance

Support Engineer

• Provide intermediate technical support primarily by phone and ticketing system
• Follow established procedures, monitor ticket queues, and maintain service level agreements (SLAs)
• Document all activities, projects, and tickets daily in the ticketing system
• Handoff and document in-progress tickets before the end of each shift
• Monitor ticket gateway and designated queues
• Escalate issues according to IT Glue documentation
• Resolve escalations from the Level I team as assigned
• Create or update IT Glue articles with new customer findings
• Assist with ISP and vendor calls for service outages
• Build client rapport during onsite visits
• Travel up to 25–50% as assigned
• Maintain established call and ticket SLAs as defined by manager
• Maintain customer satisfaction (CSAT) scores as defined by manager
• Submit weekly timesheets by end of shift Friday
• Work and document established billable hours each week
• Be available for on-call weeks and company-wide outage responses
• Meet annual goals and objectives set in HRIS with quarterly reviews

Support Engineer II

• Document all time daily in the ticketing system
• Ensure in-progress tickets are properly documented before shift ends
• Monitor designated queues and escalate issues
• Create/update documentation in IT Glue as needed

Support Engineer I

Risk

• Responsible for formalizing and scaling the GRC function as both a client-facing, revenue-generating service line
• Transform previously informal compliance activities into a structured, repeatable practice
• Build the GRC practice from the ground up — create the services, deliver for top clients, enable the broader team with playbooks, and achieve SOC 2 readiness
• Design, build, and formalize the GRC services offering to support major frameworks
• Deliver GRC assessments, gap analyses, and remediation roadmaps for top-tier and complex clients
• Develop methodologies, templates, scoring tools, and playbooks for broader team execution
• Own the policy and compliance dimension of client framework assessments
• Create client deliverables such as compliance readiness reports, risk registers, policy gap matrices, and remediation roadmaps
• Support sales in scoping and pricing GRC engagements
• Lead SOC 2 readiness program targeting audit readiness by Q1 2027
• Conduct internal gap assessments and develop remediation plans
• Coordinate with external auditors and consultants
• Track client compliance posture and risk remediation progress
• Build a scalable GRC practice with standardized deliverables and processes

Support Engineer II

Support Engineer I

Director of Governance