Senior Azure Technical Escalation Risk Engineer

Who is Blueprint?

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.

What does Blueprint do?

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.

Why Blueprint?

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.

In This Role In this role, you will support an enterprise cloud support organization responsible for proactively identifying and mitigating high-risk technical support cases before they escalate to executive leadership. You will review active cloud support tickets, assess technical health and communication quality, and intervene when risk signals indicate potential executive exposure. This position operates within a high-visibility, fast-paced support environment where strong situational judgment, escalation awareness, and clear communication are critical.

You will collaborate cross-functionally with support engineers, operations teams, and engineering stakeholders to ensure timely resolution of priority issues while helping improve case review processes and risk detection mechanisms.

Responsibilities

• Monitor and review active cloud support cases (initially Azure-focused, expanding to broader enterprise support cases) to identify high-risk indicators.
• Evaluate technical health, customer impact, and communication quality within ongoing support engagements.
• Proactively engage support teams to mitigate potential executive escalations.
• Serve as a technical escalation point for priority and high-visibility cases.
• Maintain accurate documentation of risk assessments, actions taken, and remediation outcomes.
• Analyze historical escalation trends to identify recurring risk patterns.
• Contribute to enhancements of internal risk evaluation processes, including AI-assisted prompt refinement and data-driven insights.
• Collaborate with cross-functional teams to ensure SLA compliance and resolution quality.
• Provide feedback to support engineers to improve case handling and communication effectiveness.
• Support continuous improvement initiatives within the support operations organization.

Required Qualifications

• Associate’s degree in Computer Science, Information Technology, or related field (or equivalent practical experience).
• 7–10 years of technical support experience in enterprise cloud environments.
• Previous experience in enterprise-level cloud support delivery (Azure strongly preferred).
• Demonstrated experience handling high-severity or executive-facing escalation cases.
• Strong understanding of cloud infrastructure concepts (compute, storage, networking, identity).
• Experience working in SLA-driven environments with ticketing systems (ServiceNow, Dynamics, or similar).
• Excellent verbal and written communication skills.
• Strong situational judgment and problem-solving ability.
• Ability to work independently and manage multiple high-priority cases simultaneously.

Preferred Qualifications

• Experience reviewing support case quality and technical health metrics.
• Exposure to identity and access management (Entra ID / Active Directory).
• Background in 24/7 NOC, incident management, or escalation operations.
• Familiarity with log analysis, case trend analysis, or operational dashboards.
• Experience contributing to automation, workflow optimization, o