Support Engineer – Escalation Management

Blueprint

Support Engineer acting as a customer advocate for managing escalations in cloud and enterprise products. Collaborating with cross-functional teams to enhance customer experience and resolve issues.

Posted 6/14/2026full-timeRemote • Washington • 🇺🇸 United StatesMid-LevelSenior💰 $30 - $33 per hourWebsite

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

In this role, with our client you will act as a customer advocate responsible for managing and resolving complex, high-impact escalations across cloud and enterprise products.
You will coordinate with cross-functional stakeholders—including engineering, program management, and support teams—to remove blockers, drive timely resolutions, and improve the overall customer experience.
You will proactively communicate with both technical and non-technical audiences, ensuring clarity on case status, risks, and next steps.
This role requires strong judgment to balance customer needs with organizational policies while identifying trends, process gaps, and opportunities for continuous improvement.

Requirements

What you’ll need

United States citizenship with an active, valid U.S. passport
5–7 years of experience in customer engagement, support operations, or related corporate services
5–7 years of experience managing escalations and working with ticketing/support systems
3+ years of experience with enterprise or cloud-based platforms (e.g., productivity suites, cloud infrastructure, or business applications)
Proven ability to manage high-priority escalations and drive resolution across multiple stakeholders
Strong written and verbal communication skills, including the ability to translate complex technical issues for non-technical audiences
Demonstrated stakeholder management and collaboration skills
Ability to work in fast-paced environments and manage competing priorities effectively
Fluent in English

Benefits

Comp & perks

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

ATS Keywords

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Hard Skills & Tools

customer engagementsupport operationsescalation managementticketing systemscloud-based platformsenterprise platformsbusiness applicationsproductivity suitescloud infrastructure

Soft Skills

strong judgmentcommunication skillsstakeholder managementcollaboration skillsability to manage competing prioritiesability to work in fast-paced environments

Certifications

U.S. citizenshipvalid U.S. passport