Support Engineer 3
BPCS, Comprehensive marketing solutions, ltd.
full-time
Posted on:
Location Type: Remote
Location: Washington • United States
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Salary
💰 $25 - $27 per hour
About the role
- Own and manage high‑priority, business‑critical customer escalations through resolution
- Serve as the incident lead during severity‑1 and high‑visibility situations, ensuring structured escalation processes are followed
- Actively triage incoming critical cases and review long‑running incidents to determine next actions and risk mitigation
- Coordinate cross‑functional internal teams and external stakeholders, including leadership, to drive timely resolution
- Deliver clear, concise, and executive‑level written and verbal communications throughout the incident lifecycle
- Track progress, risks, and dependencies during active incidents and ensure accountability across involved parties
- Identify systemic gaps, operational breakdowns, and recurring issues surfaced during incident execution
- Escalate internally as needed, up to executive levels, to remove blockers and resolve critical issues
- Mentor and guide teams outside the escalation function on critical situation processes when required
- Act as a crisis manager during catastrophic or politically sensitive customer events
- Contribute to continuous improvement efforts, including process optimization, tooling enhancements, and reporting
- Provide detailed incident reporting and insights to support decision‑making and long‑term improvements
- Participate in team initiatives, projects, and on‑call rotation to support 24x7 global coverage
Requirements
- United States citizenship with an active, valid U.S. passport
- Minimum of 7 years of experience in the technology industry, customer service, support operations, or a related field
- OR Bachelor’s degree in business, technology, or related field with 4+ years of relevant experience
- OR Master’s degree in business, technology, or related field with 3+ years of relevant experience
- OR equivalent professional experience
- Proven experience supporting enterprise or high‑severity customer environments
- Strong familiarity with enterprise software platforms and terminology
- Demonstrated ability to manage high‑pressure situations with professionalism and sound judgment
- Exceptional written and verbal communication skills, including executive‑level summaries
- Ability to self‑manage, remain reliable within a defined shift, and meet strict response and availability expectations
- Willingness and ability to work non‑standard hours, weekends, and public holidays as part of a 24x7 rotation
- Proficiency with collaboration and productivity tools (email, messaging, document creation, spreadsheets, and shared workspaces), with 5–7 years of hands‑on experience
Benefits
- Medical, dental, and vision coverage
- Flexible Spending Account
- 401k program
- Competitive PTO offerings
- Parental Leave
- Opportunities for professional growth and development
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
incident managementescalation processesrisk mitigationprocess optimizationincident reportingcustomer supportenterprise softwarecritical situation managementcontinuous improvementdata analysis
Soft Skills
communicationleadershipproblem-solvingmentoringprofessionalismjudgmentself-managementreliabilityteam collaborationcrisis management