Customer Support Engineering Lead - London; Fully Remote

• Lead, coach, and grow a team of support engineers, setting high standards for investigation rigour and customer communication.
• Own queue health, SLAs, escalations, and metrics, turning trends into systemic fixes and product feedback loops.
• Handle the most complex escalations personally, using logs, traces, and code to drive resolution.

What you'll need:

• Strong technical troubleshooting ability across logs, traces, and production codebases.
• Experience leading or mentoring engineers with high ownership and excellent written communication.
• Pragmatic approach to reliability and safety, especially in clinical workflows.

Why Heidi:

• We're on a mission to double the world's capacity for care, growing ARR from $1M to $50M in two years.
• We offer serious equity, generous parental leave, wellness budgets, and a remote-first culture with real-world impact.

Heidi is building an AI Care Partner for clinicians, helping them focus on patients by removing administrative chaos. With 2.8 million patient sessions weekly across 190+ countries and $340M raised, the company is scaling fast with a high-agency, mission-driven culture.