Who We Are
Healthcare needs a better rhythm: one that keeps care continuous and deeply human. Heidi is building an AI Care Partner that works alongside clinicians to make that possible.
We’re a team of doctors, engineers, designers, researchers, and creatives building tools that help clinicians stay focused on what matters most: their patients. In just 18 months, Heidi has given back more than 18 million hours to healthcare professionals – supporting 73 million patient visits in 116 countries. Today, more than two million patient visits each week are powered by Heidi worldwide. Backed by nearly $100 million in funding, we’re growing in the US, UK, Canada, and Europe, partnering with leading health systems including the NHS, Beth Israel Lahey Health, and Monash Health.
The Role
This role sits in the core Platform/SRE team that owns production. You’ll work directly on incident response, on-call, system reliability, and day-to-day operations for Heidi’s platform. We’re open to candidates who are strong mid‑level SREs ready to take on more ownership, as well as senior SREs who enjoy being hands‑on in operations. The role is intentionally ops‑heavy and focused on keeping real systems healthy in production.
What You’ll Do
- Participate in on‑call and incident response: Respond to production incidents, contribute to service restoration, and support clear communication during incidents. Over time, take increasing responsibility for leading incidents end‑to‑end.
- Improve operational reliability: Identify recurring issues and reliability risks, and drive fixes through better alerting, automation, system changes, or process improvements.
- Own parts of the production environment: Operate and improve Kubernetes clusters, cloud infrastructure, and core platform services, with growing ownership as familiarity increases.
- Strengthen observability: Improve dashboards, alerts, logs, and traces so issues are detected earlier and diagnosed faster, with a strong focus on actionable signals.
- Reduce operational toil: Automate repetitive tasks, simplify runbooks, and improve tooling to make on‑call and day‑to‑day operations easier and safer.
- Support safe change: Improve deployments, rollback mechanisms, and operational readiness to reduce the risk of incidents caused by change.
- Contribute to operational practices: Write and maintain runbooks, participate in blameless post‑mortems, and help improve incident response processes over time.
- Collaborate closely with engineers: Work with product and feature teams to improve production readiness, service ownership, and reliability expectations.
What We’re Looking For
- 3–6+ years in SRE, DevOps, Platform, or operations‑heavy engineering roles.
- Experience supporting production systems and participating in on‑call rotations.
- Comfortable debugging live systems under pressure.
- Experience operating cloud infrastructure (AWS preferred).
- Working knowledge of Kubernetes and containerised workloads.
- Infrastructure as Code experience (Terraform or similar).
- Familiarity with monitoring and alerting tools (Datadog, Prometheus, etc).
- Scripting or automation experience (Python, Bash, or similar).
Nice to have
- Experience leading incidents or mentoring others during on‑call.
- Experience in regulated or security‑sensitive environments.
- Familiarity with databases, queues, and caches in production.
- Interest in reliability practices such as SLOs, error budgets, and capacity planning.
How We Work
- We own production: The Platform/SRE team is responsible for reliability and incident response.
- Incidents are blameless: We focus on learning and improving systems, not assigning fault.
- Practical over perfect: We prioritise improvements that reduce real operational pain.
- Calm under pressure: Clear thinking and communication matter during incidents.
What do we believe in?
- Live Forever - Every release moves care forward: measured, safe, and built to last. Data guides us, but patients define the truth that matters.
- Practice Ownership - Decisions follow logic and proof, not hierarchy. Exceptional care demands exceptional standards in our work, our thinking, and our character.
- Small Cuts Heal Faster - Stability earns trust, speed delivers impact. Progress is about learning fast without breaking what people depend on.
- Make others better - Feedback is direct, kindness is constant, and excellence lifts everyone. Our success is measured by collective growth, not individual output.
Why you should join Heidi
- 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 in defining and scaling customer success at a critical growth moment - all while working on a product that delivers tangible value to clinicians and patients every day.
- Work alongside world‑class talent. Join a team of operators and builders who’ve scaled unicorns.
- Global reach. Help shape our international expansion as we bring Heidi to key international markets.
- Growth and balance. Enjoy a personal development budget, work from anywhere for a month, dedicated wellness days, and your birthday off to recharge.
- 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 are proud to welcome all applicants as we’re committed to promoting a culture of opportunity for all.
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