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Heidi Health is building an AI Care Partner platform that supports clinicians with administrative tasks, enabling them to spend more time with patients. The platform has processed 175 million patient visits and supports 2.8 million patient sessions weekly across 190+ countries in 110 languages and 200+ specialties. The company has grown ARR from $1M to $50M in two years and recently raised $340M (Series C led by Blackbird plus $240M growth investment from General Catalyst).
As a Customer Support Engineer, you will be the escalation point for complex technical issues in this AI-powered healthcare product. You'll develop deep product expertise, diagnose and resolve intricate technical problems, and partner closely with engineering and product teams to ensure reliability in high-stakes clinical environments. Your responsibilities include:
- Serving as the escalation point for complex or high-impact customer and internal technical issues
- Becoming a product expert with deep understanding of Heidi's functionality and real-world clinical usage
- Providing exceptional technical support with clear communication and efficient issue resolution
- Performing in-depth analysis and debugging of complex technical problems in healthcare contexts
- Owning customer issues end-to-end from initial contact through resolution, meeting agreed service levels
- Collaborating with engineering and product teams to understand, reproduce, and resolve technical problems with clear documentation
- Monitoring server health, system status, and bug reports, taking immediate action on critical issues
- Proactively identifying systemic or recurring issues and contributing to improvements in tooling, processes, and systems
Heidi's culture emphasizes building for long-term impact, leading proactively, following evidence, owning outcomes, shipping iteratively, and understanding clinicians' real-world workflows. The company values sustainable performance and mental health, operating on outcomes over process.
Benefits include health and dental cover, £700 annual learning and development budget, £100/month health and wellness allowance, £500 home office budget, 26 weeks paid primary parental leave, 18 weeks paid secondary parental leave, fertility support up to £7,000, four weeks work-from-anywhere annually, and equity.
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
