Customer Support Engineer

Posted by Dan Carpenter

Company Details

Blueprint Health

Remote Ok

FTE only

Description

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

Requirements

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

How to Apply

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