Customer Support Engineering Lead

We're building the future of healthcare by giving every clinician the earth's finest AI Care Partner. Our platform has absorbed the administrative chaos of 175 million patient visits and supported 67 million clinical hours. Today, we support 2.8 million patient sessions a week across 190+ countries, in 110 languages and over 200 specialties.

Healthcare systems are failing us; clinicians spend more time on documentation than on patients, and the human connection that makes medicine worth practicing is eroding. Our mission is simple: double the world’s capacity for care and strengthen the human connection at its heart.

We found product-market fit with a freemium medical scribe that clinicians love. Now, we're expanding. Every task a clinician hands to Heidi is a patient who feels more attended to, a health system unclogged, and a clinician who gets to be a clinician again.

We’ve grown annual recurring revenue from $1 million to $50 million in two years.

To go further, we’ve secured US $340 million: a $100 million Series C led by Blackbird, with Phoenix Court, Point
72 Private Investments and Headline, alongside a $240 million growth investment led by General Catalyst’s Customer Value Fund.

If you want to join us in doing work worth shipping, jump in.

We're looking for a Support Engineering Team Lead to drive the engineers at the sharp end of customer problems — the team that investigates, triages, and resolves the hardest technical issues customers hit, and turns those signals into lasting product and tooling improvements.

This is a high-agency, player-coach role designed for someone who:

Is technical enough to dive into logs, traces, and code to root-cause a gnarly customer issue, and leads by example doing it

Gets energy from growing people: coaching engineers, raising the bar on investigation quality, and building durable team rituals

Thinks in systems: replaces recurring toil with tooling, runbooks, and automation rather than re-solving the same ticket

Owns outcomes end-to-end: queue health, turnaround time, escalation quality, and the feedback loop back into Product and Engineering

You'll lead the Support Engineering team and partner closely with Customer Support, Customer Success, Product, and core Engineering to resolve issues fast and make Heidi more reliable at scale.

Lead, coach, and develop a team of support engineers; set a high standard for investigation rigour and customer communication.

Run the team's operating rhythm: queue triage, standups, case reviews, escalations and 1:1s.

Recruit, onboard, and ramp new support engineers as the function scales across regions.

Provide on-the-spot coaching during live incidents and complex escalations.

Own queue health and SLAs across L2 support; ensure timely, high-quality resolution of customer-reported issues.

Track and report key metrics (response/resolution times, escalation and reopen rates, root-cause categories) and turn them into action.

Handle the most complex or sensitive technical escalations personally.

Triage customer reports into well-scoped tickets with clear reproduction steps, evidence, and impact for core Engineering.

Collaborate with the local region Customer Success and Sales teams to identify and share pain points for our customers

Root-cause customer issues across the stack using logs, traces, and observability (e.g. Datadog), session data, and the codebase.

Ship pragmatic data fixes and tightly-scoped code fixes where appropriate, and partner with Engineering to land deeper fixes.

Use and extend internal tooling to resolve issues safely at scale via permissioned access to internal data and actions.

Spot…