Senior Program Manager

Remote

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 within a newly formed Service Management and Execution organization, you will help shape and operationalize programs that directly support customer health, cloud and AI innovation, and usage optimization. You’ll work cross-functionally with teams across business areas to lead initiatives, create high-impact deliverables, remove execution blockers, and contribute to an evolving customer success strategy. This is a high-visibility opportunity to be part of a fast-paced, transformative environment with exposure to executive leadership and mission-critical initiatives.

In this role as a Program Manager, you will serve as a critical bridge between users of a cloud-based AI translation service and the internal product and engineering teams. You’ll manage customer-facing support operations, triage technical issues related to API usage, and help improve the end-to-end customer experience through better content, processes, and documentation.

You will have the opportunity to work hands-on with REST APIs, troubleshoot issues in secure environments, and engage with both technical and business stakeholders. Your work will directly impact the quality of service, support operations, and the product’s evolving roadmap. Ideal for someone who enjoys problem-solving, structured communication, and cross-functional collaboration in a fast-paced, customer-focused environment.

Responsibilities

  • Manage and triage support requests from internal and external users through centralized support aliases.

  • Classify incoming support emails into categories: quality issues, product/feature Q&A, marketing inquiries, non-actionable feedback, feature requests, and misdirected issues.

  • Reproduce, validate, and escalate service/API-related issues — including network/firewall-related errors or secure access constraints.

  • Respond to product inquiries using technical documentation, knowledge bases, and subject matter guidance.

  • Track bugs, incidents, and tasks using ticketing systems or engineering backlogs.

  • Collaborate with engineering and program managers to ensure timely response and resolution of high-priority cases.

  • Provide Tier 1 support and act as a liaison between the technical teams and business stakeholders.

  • Generate reports on support metrics such as feature-related requests, quality issues, resolution timeframes, and support volumes.

  • Contribute to improvements in documentation, website content, support guides, and product FAQs.

  • Monitor competitive landscape and industry updates related to AI translation and machine translation services.

  • Identify areas where customer experience and process workflows can be improved through better documentation, content, or automation.

  • Align support messaging and documentation updates with ongoing product roadmap changes and releases.

Qualifications

  • 3–5 years of experience in a technical support or business operations support role.

  • Strong experience working with REST APIs, including the ability to create test applications or scripts using .NET, Python, or Java.

  • Solid understanding of network and security concepts, including issues that may arise in secure or firewalled environments.

  • Proven ability to reproduce and triage technical issues in customer environments.

  • Strong analytical, documentation, and business acumen skills.

  • Excellent written and verbal communication skills with a focus on communicating technical solutions to non-technical audiences.

  • Experience using ticketing systems, customer support tools, or workflow automation platforms.

Preferred Qualifications

  • Experience in technical writing or managing customer-facing product documentation.

  • Familiarity with support workflows, knowledge base content management, and FAQ development.

  • Background in marketing communications, content strategy, or website content management.

  • Experience working within cloud services, AI/ML platforms, or enterprise SaaS environments.

  • Familiarity with support dashboards, metrics reporting, and customer satisfaction analytics.

 

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: recruiting@bpcs.com 

Blueprint believes 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

 

 

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