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