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Heidi Health is building an AI Care Partner that works alongside clinicians to improve healthcare delivery. The company has grown rapidly in 18 months, supporting 73 million patient visits across 116 countries, with over 2 million patient visits weekly powered by Heidi. Backed by significant venture funding, Heidi is expanding across the US, UK, Canada, and Europe.
As a Customer Support Engineer, you will serve as a technical escalation point for complex issues in Heidi's AI-powered healthcare product. You'll develop deep expertise in the product and how clinicians use it in real-world clinical contexts, providing exceptional technical support that directly impacts product reliability, customer trust, and the company's ability to scale safely in high-stakes environments.
Key responsibilities include:
- Acting as an escalation point for customers and internal teams on complex or technical issues, particularly high-impact cases
- Becoming a product expert with deep understanding of Heidi's functionality and real-world clinical usage
- Providing exceptional technical support by understanding customer needs, communicating clearly, and resolving issues efficiently
- Performing in-depth analysis and debugging of complex technical issues with sound judgment appropriate to healthcare environments
- Owning customer issues end-to-end from initial contact through resolution, ensuring timely responses within agreed service levels
- Collaborating closely with engineering and product teams to understand, reproduce, and resolve complex problems with clear documentation
- Monitoring server health, system status, and bug reports, taking immediate action to mitigate impact and escalate critical issues
- Proactively identifying systemic or recurring issues and contributing to improvements in tooling, processes, and systems
Requirements:
- 2+ years' experience in a support engineer role
- Strong problem-solving skills with ability to think critically and learn quickly
- Strong customer focus with genuine enjoyment of helping customers
- Excellent communication skills, including ability to explain technical concepts to non-technical users in clear, empathetic manner
- Understanding of web development with some experience using Python, React, Node, FastAPI, and MongoDB
- Proactive individual who thrives in fast-paced startup environments and collaborates well with international teams
