Support Engineer

<p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><strong>Who is Blueprint?</strong></span></p> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">We are a technology solutions firm headquartered in Bellevue, Washington, with a strong presence across the United States. Unified by a shared passion for solving complicated problems, our people are our greatest asset. We use technology as a tool to bridge the gap between strategy and execution, powered by the knowledge, skills, and the expertise of our teams, who all have unique perspectives and years of experience across multiple industries. We’re bold, smart, agile, and fun.</span></p> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><strong>What does Blueprint do?</strong></span></p> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Blueprint helps organizations unlock value from existing assets by leveraging cutting-edge technology to create additional revenue streams and new lines of business. We connect strategy, business solutions, products, and services to transform and grow companies.</span></p> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><strong>Why Blueprint?</strong></span></p> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">At Blueprint, we believe in the power of possibility and are passionate about bringing it to life. Whether you join our bustling product division, our multifaceted services team or you want to grow your career in human resources, your ability to make an impact is amplified when you join one of our teams. You’ll focus on solving unique business problems while gaining hands-on experience with the world’s best technology. We believe in unique perspectives and build teams of people with diverse skillsets and backgrounds. At Blueprint, you’ll have the opportunity to work with multiple clients and teams, such as data science and product development, all while learning, growing, and developing new solutions. We guarantee you won’t find a better place to work and thrive than at Blueprint</span></p> <p>&nbsp;</p> <h2 data-start="170" data-end="187"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">In This Role</span></h2> <p data-start="188" data-end="765"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">In this role, you will serve as a senior technical support engineer supporting an enterprise data governance and analytics platform. You will work directly with customers to troubleshoot complex technical issues related to data cataloging, data mapping, metadata management, and governance policies across diverse data environments. The role requires strong customer engagement, deep technical expertise in cloud-based data services, and the ability to manage a high volume of concurrent support cases while collaborating closely with internal engineering and escalation teams.</span></p> <h2 data-start="772" data-end="797"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Key Responsibilities</span></h2> <ul data-start="798" data-end="1699"> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;" data-start="798" data-end="877"> <p data-start="800" data-end="877"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Own the end-to-end customer support experience for assigned technical cases</span></p> </li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;" data-start="878" data-end="994"> <p data-start="880" data-end="994"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Troubleshoot, diagnose, and resolve complex issues related to data governance, metadata, and analytics platforms</span></p> </li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;" data-start="995" data-end="1105"> <p data-start="997" data-end="1105"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Support customers with data cataloging, data mapping, policy configuration, and governance implementations</span></p> </li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;" data-start="1106" data-end="1205"> <p data-start="1108" data-end="1205"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Manage and prioritize a high-volume case workload (typically 12–15 active cases simultaneously)</span></p> </li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;" data-start="1206" data-end="1299"> <p data-start="1208" data-end="1299"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Communicate clearly and professionally with customers through written and verbal channels</span></p> </li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;" data-start="1300" data-end="1400"> <p data-start="1302" data-end="1400"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Collaborate across internal teams using structured troubleshooting and escalation best practices</span></p> </li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;" data-start="1401" data-end="1508"> <p data-start="1403" data-end="1508"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Identify cases requiring technical or strategic escalation and engage appropriate internal stakeholders</span></p> </li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;" data-start="1509" data-end="1604"> <p data-start="1511" data-end="1604"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Create, track, and maintain incident or escalation requests to engineering or product teams</span></p> </li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;" data-start="1605" data-end="1699"> <p data-start="1607" data-end="1699"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Ensure transparency, documentation, and timely follow-ups throughout the support lifecycle</span></p> </li> </ul> <h2 data-start="1706" data-end="1734"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Required Qualifications</span></h2> <ul data-start="1735" data-end="2575"> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;" data-start="1735" data-end="1823"> <p data-start="1737" data-end="1823"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Associate’s degree in a computer-related field or equivalent professional experience</span></p> </li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;" data-start="1824" data-end="1912"> <p data-start="1826" data-end="1912"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">5–7 years of experience in a technical support, systems support, or IT services role</span></p> </li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;" data-start="1913" data-end="2015"> <p data-start="1915" data-end="2015"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">5+ years of hands-on experience with one or more Big Data, data governance, or analytics platforms</span></p> </li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;" data-start="2016" data-end="2115"> <p data-start="2018" data-end="2115"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Experience supporting cloud-based data services related to data governance, risk, or compliance</span></p> </li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;" data-start="2116" data-end="2233"> <p data-start="2118" data-end="2233"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Experience with modern data platforms and analytics services (including data integration and orchestration tools)</span></p> </li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;" data-start="2234" data-end="2299"> <p data-start="2236" data-end="2299"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Strong experience handling customer-facing IT support tickets</span></p> </li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;" data-start="2300" data-end="2381"> <p data-start="2302" data-end="2381"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Solid understanding of data warehouses, SQL databases, and core data concepts</span></p> </li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;" data-start="2382" data-end="2482"> <p data-start="2384" data-end="2482"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Ability to work independently, manage time effectively, and maintain ownership of complex issues</span></p> </li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;" data-start="2483" data-end="2575"> <p data-start="2485" data-end="2575"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Excellent verbal and written communication, problem-solving, and customer service skills</span></p> </li> </ul> <h2 data-start="2582" data-end="2611"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Preferred Qualifications</span></h2> <ul data-start="2612" data-end="3136"> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;" data-start="2612" data-end="2706"> <p data-start="2614" data-end="2706"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Prior experience supporting enterprise cloud platforms in a production support environment</span></p> </li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;" data-start="2707" data-end="2802"> <p data-start="2709" data-end="2802"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Background supporting data governance, metadata management, or compliance-related solutions</span></p> </li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;" data-start="2803" data-end="2885"> <p data-start="2805" data-end="2885"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Experience with large-scale analytics platforms and integrated data ecosystems</span></p> </li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;" data-start="2886" data-end="2942"> <p data-start="2888" data-end="2942"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Familiarity with third-party data and metadata tools</span></p> </li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;" data-start="2943" data-end="3032"> <p data-start="2945" data-end="3032"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Proven ability to operate in fast-paced support environments with high accountability</span></p> </li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;" data-start="3033" data-end="3136"> <p data-start="3035" data-end="3136"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Experience working closely with engineering or product teams on escalations and root cause analysis</span></p> </li> </ul> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><strong>Salary Range</strong></span></p> <p>&nbsp;</p> <div class="x_elementToProof"><span data-olk-copy-source="MessageBody">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.</span></div> <div class="x_elementToProof">&nbsp;</div> <div class="x_elementToProof">For candidates based in Washington State, the anticipated salary range is&nbsp;<strong>$30 to $32.90 hourly</strong>. 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.</div> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><strong>Equal Opportunity Employer</strong></span></p> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Blueprint Technologies, LLC is an equal employment opportunity employer. Qualified applicants are considered without regard to race, color, age, disability, sex, gender identity or expression, orientation, veteran/military status, religion, national origin, ancestry, marital, or familial status, genetic information, citizenship, or any other status protected by law.</span></p> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">If you need assistance or a reasonable accommodation to complete the application process, please reach out to:&nbsp;<a href="mailto:[email protected]">[email protected]</a></span></p> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Blueprint believe in the importance of a healthy and happy team, which is why our comprehensive benefits package includes:</span></p> <ul> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Medical, dental, and vision coverage</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Flexible Spending Account</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">401k program</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Competitive PTO offerings</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Parental Leave</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Opportunities for professional growth and development<strong>&nbsp;</strong></span></li> </ul> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><strong>Location: </strong>Hybrid 3 days per week Charlotte, NC OR Houston, TX (Working PST Hours)</span></p> <p>&nbsp;</p>