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Heidi Health is building AI-powered healthcare solutions that reduce administrative burden on clinicians. The company's medical scribe product has processed 73 million patient visits in 18 months and now supports 2.5 million patient sessions weekly across 190+ countries.
As a Support Engineer, you will serve as a technical escalation point for complex issues in Heidi's AI-powered healthcare platform. You'll own customer issues end-to-end, from initial contact through resolution, ensuring timely responses within agreed service levels. Your responsibilities include:
- Acting as an escalation point for customers and internal teams on complex or technical issues, particularly high-impact cases
- Developing deep product expertise in how Heidi works and how clinicians use it in real-world clinical contexts
- Providing exceptional technical support by understanding customer needs, communicating clearly, and resolving issues accurately and efficiently
- Performing in-depth analysis and debugging of complex technical issues with sound judgment appropriate to high-trust healthcare environments
- Owning customer issues from initial contact through resolution
- Collaborating closely with engineering and product teams to understand, reproduce, and resolve complex technical 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 that increase product reliability and support efficiency
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 $1,000 annual learning and development budget, $150/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 $10,000, 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 on the fly
- Strong customer focus with genuine enjoyment of helping customers
- Excellent communication skills including ability to question, clarify, empathize, and explain technical concepts to non-technical users
- 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
