Senior Support Engineer – Enterprise Support

BPCS, Comprehensive marketing solutions, ltd.

Support Engineer identifying and managing high-risk customer support cases for enterprise clients at Blueprint. Collaborating with teams to enhance support effectiveness and customer satisfaction.

Posted 7/23/2026full-timeRemote • Washington • 🇺🇸 United StatesSenior💰 $40 - $45 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in technical support for enterprise software and cloud platforms, with a strong focus on risk evaluation, troubleshooting, and customer communication. Proven ability to analyze support trends and implement process improvements to enhance operational efficiency and customer satisfaction.

Highest-signal resume keywords

Technical Support ExperienceRisk EvaluationTroubleshooting SkillsMicrosoft 365 SupportAnalytical Problem-Solving

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportRisk Evaluation ProcessesLog AnalysisDiagnosticsTroubleshootingConfiguration ManagementNetworking TechnologiesDirectory ServicesCloud-Based TechnologiesEnterprise Software Support

Soft Skills

Verbal CommunicationWritten CommunicationAnalytical SkillsProblem-SolvingIndependent Work

Tools & Technologies

Collaboration PlatformsOperating SystemsCloud PlatformsEnterprise Infrastructure

Certifications & Qualifications

Associate's Degree in Computer ScienceInformation Technology

Industry Keywords

SecurityIdentity ManagementSupport Case HealthEscalation RisksCustomer Satisfaction

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

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.
Investigate technical issues through log analysis, diagnostics, documentation review, and collaboration with technical teams.
Provide technical guidance and support to internal stakeholders regarding software, hardware, and cloud-based technologies.
Independently manage daily workload while balancing multiple high-priority support engagements.
Contribute to continuous improvement initiatives that enhance support quality, operational efficiency, and customer experience.

Requirements

What you’ll need

Associate's degree in Computer Science, Information Technology, or a related technical field, or equivalent practical experience.
7–10 years of technical support experience supporting enterprise software, cloud platforms, or infrastructure technologies.
At least 5 years of experience supporting Security, Identity Management, or Microsoft 365-related technologies (or comparable enterprise platforms).
Strong experience evaluating support case health and identifying potential escalation risks.
Experience working across multiple technical disciplines or enterprise services.
Excellent troubleshooting, analytical, and problem-solving skills.
Strong verbal and written communication skills with the ability to communicate effectively across technical and management audiences.
Ability to work independently, prioritize competing demands, and manage multiple support engagements simultaneously.
Experience working with operating systems, configuration management tools, collaboration platforms, networking technologies, and directory services.

Benefits

Comp & perks

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