Customer Support Engineer

Summary

Join Blueprint, a fast-growing digital health company, as a Support Engineer. You will play a crucial role in providing exceptional customer service and driving continuous improvement in our support processes. This position combines technical expertise with customer interaction and tool development. You will investigate and resolve complex user issues, respond to customer inquiries via email and chat, and contribute to product improvements by documenting recurring issues and feedback. Additionally, you will design, build, and refine tools to streamline operations and automate tasks. Blueprint offers a competitive salary, equity, and a 100% remote work environment.

Requirements

• 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

Responsibilities

• 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
• 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
• 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

Preferred Qualifications

• Experience with support/messaging platforms (e.g., Intercom, Zendesk, HelpScout)
• Experience working with mental health providers and/or a clinical background

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