Support Engineer - Blue Prism Infrastructure

BP3 is seeking a hands-on Support Engineer with strong experience in Blue Prism to join our support and managed services team. This role focuses on supporting, maintaining, and evolving production Blue Prism environments for enterprise clients, often as part of long-term managed service engagements. You will work closely with BP3 architects, database teams, and client stakeholders to ensure stable operations, timely issue resolution, and continuous improvement of Blue Prism platforms - including infrastructure components such as SQL Server, monitoring tooling, and environment configuration. This is not a “ticket factory” role. It requires solid platform and infrastructure expertise, including the ability to troubleshoot across the application, database, and operating system layers, sound technical judgment, strong communication skills, and the ability to build trusted relationships with customers. Key Responsibilities Blue Prism Platform Support Provide day-to-day operational support for Blue Prism environments (on-prem) Diagnose and resolve customer-reported issues across: Blue Prism Application Server, Robot runtime, and environment configuration Blue Prism HUB and related components Authentication, user management, and permissions Connectivity, scheduling, and queue management Analyze issues to determine whether they stem from platform configuration, infrastructure, or solution design, and implement or recommend appropriate corrective changes Plan, coordinate, and execute Blue Prism platform upgrades and version transitions, including HUB upgrades Infrastructure & Database Coordination Coordinate with database teams to plan and execute SQL Server upgrades (e.g., MSSQL 2016 migrations) Support the setup and configuration of Blue Prism reporting databases, including coordination with DB teams on schema, access, and data flow Plan and execute failover server configurations for Blue Prism environments Perform routine system maintenance including health checks, configuration reviews, and environment documentation Monitoring & Observability Maintain and improve existing Dynatrace monitoring for Blue Prism infrastructure Identify gaps in monitoring coverage and implement new monitors proactively Use monitoring data to surface recurring issues and drive operational improvements Client-Facing Support Act as a trusted technical contact for clients running Blue Prism in production Communicate clearly about issues, root causes, and remediation steps Balance responsiveness with thoughtful, sustainable solutions Collaboration & Escalation Work with BP3 architects and senior engineers on complex or systemic issues Coordinate with Blue Prism support when defects or product-level issues are identified Contribute to documentation, runbooks, and operational knowledge transfer Required Experience Hands-on experience supporting Blue Prism in production environments Solid understanding of Blue Prism architecture, including Application Server, HUB, runtime resources, and database dependencies Experience planning and executing Blue Prism upgrades and patching cycles Working knowledge of Microsoft SQL Server, including basic query writing, connectivity troubleshooting, and coordination with DBA teams Working knowledge of Windows Server administration, including: Log analysis and event viewer Service management and restarts Basic scripting (PowerShell or similar) File system and permission management Experience working in support or managed services environments Ability to work independently, manage competing priorities, and communicate clearly in both written and verbal form Preferred Experience Familiarity with Dynatrace or comparable APM/infrastructure monitoring tools Experience configuring or supporting failover and high-availability setups for application environments Enterprise networking fundamentals (DNS, load balancers, SSL/TLS, firewall rules) as they relate to production troubleshooting Prior client-facing consulting or enterprise support experience Optional / Growth Areas As part of BP3’s broader intelligent automation practice, this role offers opportunities to expand beyond Blue Prism over time, based on interest and business need. These areas are not required on day one. Exposure to other RPA platforms, including Automation Anywhere Opportunities to work with workflow automation platforms such as IBM BAW or Camunda Experience supporting hybrid automation architectures that combine RPA, workflow, and integration technologies Collaboration with BP3 delivery teams on multi-platform automation solutions This provides a path for engineers who want to broaden their automation skill set while maintaining a strong foundation in Blue Prism infrastructure. Equal Opportunity Employer 100% Employer Paid Health Insurance on basic employee plan with option to buy up Employer HSA Contributions 50% Employer Paid Dental & Vision Insurance 401(k) with Matching Employer Contributions 100% Employer-Paid Life Insurance, AD&D, and LTD Student Loan Reimbursement Cell Phone Reimbursement Voluntary Accident & Critical Illness Insurance Supplemental Life Insurance Open PTO A team that genuinely cares about you, not just the work you do!