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
- We are seeking a Business Support Analyst with strong technical support skills and hands-on experience working with REST APIs in secure environments. This role will support the operations of a cloud-based AI translation service by managing inbound support requests, reproducing technical issues, classifying customer feedback, and contributing to improved service documentation and user experience.
This position is ideal for someone who thrives in a cross-functional support environment — with the ability to bridge the gap between business users, technical teams, and product stakeholders.
Key Responsibilities
- Manage and triage incoming support inquiries via email aliases and support channels.
- Classify support tickets into categories such as product issues, feature requests, sales/marketing questions, and misrouted inquiries.
- Reproduce and validate technical issues related to API calls, including failures caused by firewalls, proxies, or authentication errors.
- Use tools like Postman, curl, or Swagger to test REST API endpoints and troubleshoot errors.
- Respond to Tier-1 level technical questions and escalate complex issues to internal SMEs.
- Track and manage incidents, bugs, and tasks to closure using internal systems.
- Collaborate with engineering teams to enhance technical documentation and customer-facing content.
- Monitor competitive tools and industry changes to inform support strategy and messaging.
- Support the alignment of documentation and support content with product roadmap updates.
Required Qualifications
- 3–5 years of experience in technical support, customer success, or business operations in a cloud or SaaS environment.
- Practical experience using and testing REST APIs with tools like Postman or Fiddler.
- Ability to create or modify simple test applications/scripts in .NET, Python, or Java to replicate issues.
- Understanding of firewall, proxy, and secure network configurations that may impact external API access.
- Strong analytical and troubleshooting skills; ability to trace and isolate root causes of technical failures.
- Excellent written and verbal communication skills; ability to clearly document and explain technical issues.
- Familiarity with documentation platforms, ticketing systems (e.g., JIRA, ServiceNow), and content management tools.
Preferred Qualifications
- Experience contributing to product documentation, support portals, or internal knowledge bases.
- Background supporting cloud-based platforms, especially in language/AI services or developer tools.
- Exposure to analytics or reporting on support metrics (e.g., time to resolution, ticket categorization).
- Familiarity with OAuth, API key management, and secure authentication practices.
Salary Range
Pay ranges vary based on multiple factors including, without limitation, skill sets, education, responsibilities, experience, and geographical market. The pay range for this position reflects geographic-based ranges for Washington state: 90,000 - 95,000 USD annually. The salary/wage and job title for this opening will be based on the selected candidate’s qualifications and experience and may be outside this range.
Equal Opportunity Employer
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.
If you need assistance or a reasonable accommodation to complete the application process, please reach out to: [email protected]
Blueprint believe in the importance of a healthy and happy team, which is why our comprehensive benefits package includes:
- Medical, dental, and vision coverage
- Flexible Spending Account
- 401k program
- Competitive PTO offerings
- Parental Leave
- Opportunities for professional growth and development
Location: Remote
