Customer Support Engineer

About Blueprint:

Blueprint is a venture-backed, mission-driven digital health company leveraging the best of AI, consumer design, technology and clinical research to dramatically improve the quality of mental health therapy for millions.

Mental Health in the U.S. in 2024 is facing a crisis. Depression, anxiety and other complex conditions continue to rise rapidly in the U.S. population, while Therapists are forced to do more with less, leading to burnout and lower quality care.

To solve this crisis, we have built the world's first 'Therapist Enablement Platform'. Clinicians use Blueprint to leverage AI documentation automation, measurement-informed care assessments, automated workflows and hundreds of digital worksheets and other resources to save admin time, deliver high-quality therapy, and engage clients between sessions. Taken together, Blueprint's therapist enablement platform drives dramatically better clinical outcomes, resulting in 5-10X ROI for large therapeutic practices.

About the role

We are a fast-growing Software-as-a-Service (SaaS) company seeking a dedicated and detail-oriented Support Engineer to join our Support team. This role combines technical expertise, customer interaction, and tool development to deliver exceptional customer service and drive continuous improvement in our support processes.

In this role, you will investigate and resolve complex user issues, leveraging your strong technical and analytical skills. This role will also assist in responding directly to customers through email and chat support, to better understand their issues and communicate resolutions. Excellent candidates for this role combine strong technical skills with a customer-first communication style, and the ability to balance competing priorities effectively.

What You’ll Do:

Technical Investigation

• Analyze and troubleshoot complex customer issues within our software platform by reviewing system metrics, logs, and integration workflows
• Utilize SQL to query, analyze, and interpret data to identify root causes of customer-reported issues
• Ability to use Postman or custom scripting to call existing APIs for more advanced troubleshooting scenarios
• Collaborate with internal teams (e.g., Product, Engineering) to escalate and resolve challenging problems when necessary

Customer Support

• Respond promptly and professionally to inbound customer support inquiries via email and chat
• Provide clear, actionable resolutions to customer problems while maintaining a high level of customer satisfaction
• Document recurring issues and customer feedback to contribute to product improvements

Tool Development and Optimization

• Design, build, and refine tools and processes to address common support questions and streamline operations
• Identify opportunities to automate repetitive tasks to improve support efficiency

Qualifications:

• Proven experience in a technical support or similar role, preferably within a SaaS environment
• Proficiency in SQL for data analysis and troubleshooting
• Understanding of Web dev basics (HTML, Javascript, CSS), Git, Node.js, React, APIs
• Understanding of REST APIs, SDKs, Webhooks, JSON structures
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical audiences
• Strong analytical and problem-solving skills with a keen eye for detail
• A willingness to go above and beyond to deliver an amazing customer experience 
• Experience with support/messaging platforms (e.g., Intercom, Zendesk, HelpScout) a plus
• Experience working with mental health providers and/or a clinical background is a plus

Why Join Blueprint:

• Impact: Work on products that make a meaningful difference in mental health care.
• Growth: Join a fast-growing venture-backed company with ample opportunities for professional development.
• Innovation: Be at the forefront of using data to shape the future of mental health technology.

Benefits:

• Interesting, challenging, and meaningful work
• Work-life balance
• Competitive salary and equity
• 100% remote - no office, no commuting
• Health, dental, and vision insurance (Blueprint covers 75% of the premium for you and all dependents)
• Paid Maternal/Paternal leave
• Semi-annual team gatherings (in Chicago!)
• Unlimited PTO
• Opportunities to grow with the company and shape our product
• Hardworking, mission-driven, friendly coworkers

At Blueprint, we’re committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. Blueprint believes that diversity and inclusion among our teammates is critical to our success, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.