Customer Support Engineer – UK London

ABOUT YOUR ROLE

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. 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 a direct point of contact for customers on complex or technical issues via chat, email, and phone, 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, escalating critical issues, and preventing 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.

WHO YOU ARE:

• 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 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.

WHY JOIN HEIDI HEALTH?

• Real product momentum. We’re not trying to generate interest, we’re channeling it.
• Equity from day one. When Heidi wins, you win. You’ll share directly in the success you help create.
• Unmatched impact. Play a pivotal role at a critical growth moment – working on a product that delivers tangible, real‑world value to clinicians and patients every day.
• Work alongside world‑class talent. Join a team of operators and builders who’ve scaled unicorns.
• Your health, covered. Comprehensive private medical and dental cover through Bupa, plus 24/7 mental health, coaching and wellbeing support through Sonder and a £100/month Healthy Heidi’s stipend.
• Global parental leave. 26 weeks paid for primary carers and 18 weeks for secondary carers, subject to eligibility.
• Fertility support. £7,000 one‑off payment, eligibility applies.
• Learning & development. £700 per year for courses, books, memberships, conferences and more.
• Home office budget. £500 one‑off to set up a workspace you actually want to work in.
• Recharge days after major milestones and busy periods so you can reset and come back strong.
• Work from anywhere for up to 4 weeks per year, wherever the world takes you.
• Clinical leave. 10 days per year for eligible clinical roles to maintain accreditation and requirements.
• Flexibility that works. A hybrid environment, with 3 days in the office.

HEIDI’S COMMITMENT TO DIVERSITY, EQUITY AND INCLUSION

Heidi is dedicated to creating an equitable, inclusive, and supportive work environment that brings people together from diverse backgrounds, experiences, and perspectives. Our strength is in our differences. We’re proud to be an equal opportunity employer and we’re committed to promoting a culture of opportunity for all.

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