Critical Situation Escalation Manager

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

As a Senior Critical Situation Escalation Manager, you will be responsible for leading the resolution of high-priority, time-sensitive customer escalations for enterprise and government clients. You will act as the central coordination point, ensuring timely communication, resource alignment, and process adherence during critical incidents. This role requires flexibility to support a 24x7 coverage model, including evenings, weekends, and holidays, while maintaining a focus on delivering a world-class customer experience.

Responsibilities

• Manage critical customer escalations and high-visibility incidents, ensuring swift resolution and minimal business impact.

• Coordinate with cross-functional stakeholders, including engineering, support, and leadership teams, to drive issue resolution.

• Serve as escalation manager and crisis coordinator for mission-critical or politically sensitive customer situations.

• Maintain clear, timely communication with customers and internal stakeholders throughout the escalation lifecycle.

• Identify systemic issues and process breakdowns, providing feedback and driving continuous improvement initiatives.

• Provide mentorship and guidance on escalation processes to peers and partner teams.

• Deliver reporting and analysis on escalation trends to support business decision-making.

• Actively contribute to projects aimed at improving escalation tools, processes, and readiness.

Required Qualifications

• 7+ years of experience in the technology industry, with a focus on customer support, incident management, or escalation management.

• Proven ability to manage high-impact incidents and coordinate cross-functional resolution efforts.

• Strong communication and stakeholder management skills, including executive-level interfacing.

• Ability to work non-standard hours as part of a rotating coverage model.

Preferred Qualifications

• 8+ years of experience in customer service or technical incident management roles.

• Hands-on experience with enterprise technology ecosystems, including cloud platforms, productivity solutions, AI, and security technologies.

• Cloud technology certifications (e.g., Azure Fundamentals, M365 Fundamentals).

• ITIL or PMP certification.

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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: $28.85/hr.  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 Em