Customer Support Engineer

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.

As a 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, escalates 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 you'll need

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.

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