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Heidi Health is building an AI Care Partner platform for clinicians, processing 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).
You will lead the Support Engineering team, driving engineers who investigate, triage, and resolve complex technical issues customers encounter. This is a high-agency player-coach role combining hands-on technical troubleshooting with team leadership and mentorship.
Key responsibilities:
LEAD AND GROW THE TEAM: Lead, coach, and develop support engineers; set high standards for investigation rigor and customer communication. Run team operating rhythm including queue triage, standups, case reviews, escalations, and 1:1s. Recruit, onboard, and ramp new support engineers as the function scales. Provide on-the-spot coaching during live incidents and complex escalations.
OWN SUPPORT ENGINEERING OPERATIONS: Own queue health and SLAs across L2 support; ensure timely, high-quality resolution of customer-reported issues. Track and report key metrics (response/resolution times, escalation and reopen rates, root-cause categories) and drive action. Handle the most complex or sensitive technical escalations personally. Triage customer reports into well-scoped tickets with clear reproduction steps, evidence, and impact for core Engineering. Collaborate with regional Customer Success and Sales teams to identify and share customer pain points.
INVESTIGATE AND RESOLVE HARD TECHNICAL ISSUES: Root-cause customer issues across the stack using logs, traces, observability tools (e.g., Datadog), session data, and the codebase. Ship pragmatic data fixes and tightly-scoped code fixes where appropriate; partner with Engineering on deeper fixes. Use and extend internal tooling to resolve issues safely at scale via permissioned access to internal data and actions.
TURN SIGNAL INTO DURABLE IMPROVEMENT: Spot recurring issues and product pain points; codify tribal knowledge into runbooks, checks, and self-serve internal interfaces. Drive systemic fixes by feeding clear, prioritized signals into Product and Engineering and following through to resolution. Maintain and improve internal and customer-facing support content based on real ticket trends.
Company culture emphasizes building for the next decade, leading proactively, following evidence, owning outcomes end-to-end, shipping and iterating, and living in clinicians' actual reality (not ideal workflows). The team is mission-driven around healthcare transformation and holds itself to high standards because healthcare demands it.
Benefits include health and dental cover, £700 annual L&D 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 per year, and serious equity.
REQUIREMENTS:
- Strong technical troubleshooting ability: comfortable reading logs/traces, querying data, and navigating a production codebase to root-cause issues
- Experience leading or mentoring engineers (formal management or strong tech-lead/player-coach experience)
- Excellent written communication: ability to translate messy customer problems into clear technical narratives for engineers and stakeholders
- High ownership: define success, drive queue and quality outcomes, deliver without heavy direction
- Pragmatic approach to reliability and safety, especially when actions affect customers or clinical workflows
- A romantic streak about software; belief that great products transform someone's day
