Role Overview
As a Support Engineer at Heidi Health, 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.
What You Will Do
Act as a direct point of contact for customers on complex or technical issues via chat, email, and phone, particularly for escalated or high-impact cases. Provide exceptional technical support by clearly understanding customer needs, communicating effectively, and resolving issues accurately and efficiently.
Why It Might Be a Fit
We're looking for a proactive individual who thrives in a fast-paced startup environment and enjoys collaborating with an international team dedicated to building impactful AI experiences. You'll have strong problem-solving skills, a strong customer focus, and excellent communication skills.
Requirements
- 2+ years' experience in a support engineer role
- Strong problem-solving skills with the ability to think critically and learn on the fly
- Strong customer focus - you excel at and genuinely enjoy helping customers
- Excellent 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 manner
- Understanding of web development, with some experience using Python, React, Node, FastAPI, and MongoDB
Benefits
- Comprehensive private medical and dental cover through Bupa
- 24/7 mental health, coaching and wellbeing support through Sonder
- £100/month Healthy Heidi's stipend
- Global parental leave
- Fertility support
- Learning & development
- Home office budget
- Recharge days after major milestones and busy periods
- Work from anywhere for up to 4 weeks per year
- Clinical leave
- Flexibility that works
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