Proactive mindset suited for a fast-paced startup environment
Strong problem-solving skills and critical thinking
Customer-focused with a passion for helping others
Excellent communication skills for technical and non-technical audiences
Understanding of web development technologies like Python, React, Node, FastAPI, and MongoDB
Responsibilities
Act as an escalation point for complex technical issues
Develop deep product knowledge to assist customers effectively
Provide exceptional technical support by understanding customer needs
Perform in-depth analysis and debugging of technical issues
Own customer issues from initial contact to resolution
Collaborate with engineering and product teams to resolve problems
Monitor system health and take action on critical issues
Proactively identify and address recurring issues to improve reliability
Benefits
Equity ownership in the company
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
Full Job Description
The Role
As 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 cases
Become a product expert, developing a deep understanding of how Heidi works and how customers use it in real-world clinical contexts
Provide exceptional technical support by clearly understanding customer needs, communicating effectively, and resolving issues accurately and efficiently
Perform in-depth analysis and debugging of complex technical issues, applying sound judgment and care in high-trust healthcare environments
Own customer issues from initial contact through to resolution, ensuring timely, accurate responses within agreed service levels
Collaborate 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 impact
Monitor server health, system status, and bug reports, taking immediate action to mitigate impact, escalate critical issues, and prevent recurring problems
Proactively 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 issues
What we will look for:
2+ years' experience in a support engineer role
A proactive individual who thrives in a fast-paced startup environment and enjoys collaborating with an international team dedicated to building impactful AI experiences
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
The 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.
