Senior Support Engineer - Enterprise Support
New
B
BlueprintTechnology Solutions
RemoteFull-TimeSenior
Salary40 - 45 USD per hour
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Job Details
- Experience
- 7–10 years
- Required Skills
- NetworkingTechnical supportPrompt Engineering
Requirements
- 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.
Responsibilities
- 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.
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