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Heidi is building AI-powered clinical tools that reduce administrative burden on healthcare providers. The company has achieved significant scale—processing 2.5 million patient sessions weekly across 190+ countries—and is now expanding its product suite beyond its core medical scribe offering.
As a Software Implementation Engineer, you will own the technical delivery of complex NHS and enterprise healthcare deployments. This is a hands-on role at the center of customer success, working closely with Customer Success Managers (CSMs) and presales teams to translate signed statements of work into live, optimized technical environments.
Your core responsibilities include:
**Technical Onboarding & Account Setup**: End-to-end ownership of enterprise account setup—tenant and workspace configuration, user provisioning, environment readiness. You will configure SSO (SAML/OIDC) with customer IT teams against Okta, Microsoft Entra, and NHS identity infrastructure, including MFA and conditional-access alignment. You'll drive network and device readiness (whitelisting, VDI, MDM) to ensure clinicians can deploy Heidi on day one.
**Integration Delivery**: Receive validated integration designs and SOWs from presales. You confirm implementation prerequisites, elaborate technical designs, configure Heidi components, perform testing, support customer UAT, and execute go-live activities. You translate SOWs into precise, prioritized requirements for FDEs (Full-stack Development Engineers), own account-side delivery, and surface integration gaps to the Technical Program Manager. You provide credible estimates, identify dependencies early, and own the integrated technical plan and customer-facing delivery dates.
**Product-Technical Configuration**: Set up agentic workflows, agents, and custom builds to fit clinical and operational workflows. You translate customer requirements into scoped configurations with clear acceptance criteria, handling technical template and coding setup where it affects system behavior (clinical content remains with Clinical Enablement).
**Technical Escalation & Resolution**: During implementation and hypercare, serve as the first technical port of call for CSMs. You diagnose technical issues and route them to the correct owner—fixing configuration and account-specific issues yourself, and handing confirmed product defects to Support Engineering with clear diagnosis. You do not shadow defect tickets or duplicate investigation; Support Engineering owns resolution.
**Information Governance & Security**: Provide accurate technical input for DPIAs, security questionnaires, and IT-assurance requests (routed through Compliance). You work within NHS governance gates—clinical safety sign-off, IG approval, change-control windows—planning technical work accordingly.
**Handover & Scope Control**: Review signed SOWs, discovery notes, technical decision records, architecture, acceptance criteria, and risk logs before implementation begins. You return handovers where blocking risks or unclear scope prevent credible planning. You deliver against agreed scope without converting new customer requirements into configuration work, and escalate material scope changes through the CSM, SE, and AE before committing work.
Success in this role means hands-on delivery (you personally set up, configure, and validate accounts), fast unblocking of technical issues, clean boundaries (handing net-new build to FDEs as precise requirements and routing defects to Support Engineering without hoarding work), and trusted translation between customer IT teams, the TPM, and product.
Heidi operates on outcomes over inputs, with a culture emphasizing real-world impact, evidence-driven decisions, and sustainable performance. The company values A-players who progress quickly and trust team members to set their own schedules.
**Requirements**: The posting does not explicitly state years of experience, education, or certifications required. However, the role implicitly requires: strong technical credibility in enterprise IT environments (SSO, identity management, network configuration); hands-on experience with integration delivery and technical project management; ability to diagnose and triage technical issues; experience working in regulated healthcare environments (NHS familiarity is a plus); and demonstrated ability to translate between technical and non-technical stakeholders.
