Customer Support EngineerAs a Customer Support Engineer at Heidi, you'll apply deep technical expertise to diagnose, resolve, and prevent complex issues in our AI-powered healthcare product. Your work directly impacts product reliability, customer trust, and Heidi's ability to scale safely in high-stakes clinical environments. By owning technical issues end-to-end and partnering closely with engineering and product teams, you'll play a critical role in supporting clinicians, improving patient care, and contributing to the long-term success of our company.
What You'll Do:
Act as an escalation point for customers and internal team members on complex or technical issues particularly for escalated or high-impact casesBecome a product expert, developing a deep understanding of how Heidi works and how customers use it in real-world clinical contextsProvide exceptional technical support by clearly understanding customer needs, communicating effectively, and resolving issues accurately and efficientlyPerform in-depth analysis and debugging of complex technical issues, applying sound judgment and care in high-trust healthcare environmentsOwn customer issues from initial contact through to resolution, ensuring timely, accurate responses within agreed service levelsCollaborate closely with engineering and product teams to understand, reproduce, and resolve complex technical problems - ensuring escalations are clearly documented, well-scoped, and aligned with customer impactMonitor server health, system status, and bug reports, taking immediate action to mitigate impact, escalate critical issues, and prevent recurring problemsProactively identify systemic or recurring issues and contribute to improvements across tooling, processes, and systems that increase product reliability, support efficiency, and the team's ability to scale, including helping identify and address recurring issuesWhat We Will Look For:2+ years' experience in a support engineer roleA proactive individual who thrives in a fast-paced startup environment and enjoys collaborating with an international team dedicated to building impactful AI experiencesStrong problem-solving skills with the ability to think critically and learn on the flyStrong customer focus - you excel at and genuinely enjoy helping customersExcellent communication skills, including the ability to question, clarify, empathise, use appropriate tone and the ability to explain technical concepts to non-technical users in a clear, empathetic mannerUnderstanding of web development, with some experience using Python, React, Node, FastAPI, and MongoDBThe Way We Work: Live Forever: We build for healthcare's next decade, not next quarter. We set outrageous targets, lead healthcare forward, and follow the evidence, even when it's uncomfortable.
Practice Ownership: Everyone here carries the company. We raise the bar on hiring and excellence, own the outcome end-to-end, and focus on what matters over process.
Move Fast, Fix Faster: The more we do, the more we learn. We ship atoms daily, learn from every release, and stay precise at pace.
Get Better: The best clinicians teach. So do we. We live in clinicians' reality, bring warmth to the work, and choose clarity, not cleverness.
Why You Will Flourish With Us: Become an owner, with significant shares (equity) in the company. If Heidi wins, we all win.
Healthcare, Dental and Vision benefit options.401k with 3% match.$100/month Healthy Heidi's budget.$700/year learning and development budget.$500 home office setup budget.
Recharge Days after major pushes.