{ “@context”: “http://schema.org”, “@type”: “JobPosting”, “title”: “Customer Support Engineer | UK”, “description”: “
About the 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. You will own technical issues end‑to‑end, partner closely with engineering and product teams, and contribute to supporting clinicians and improving patient care.
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 in high‑trust healthcare environments.
- Own customer issues from initial contact through to resolution, ensuring timely and accurate responses within agreed service levels.
- Collaborate closely with engineering and product teams to understand, reproduce, and resolve complex technical problems, ensuring escalations are 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 problems and contribute to improvements across tooling, processes, and systems that increase product reliability and the team’s ability to scale.
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 quickly.
- 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.
Benefits
- Additional paid day off for your birthday and wellness days.
- A generous personal development budget of $500 per annum.
- Opportunity to learn from leading engineers and creatives in a diverse team.
- The chance to create a global impact by working in one of the fastest‑growing healthtech startups.
- A fast‑track opportunity to accelerate a startup career.
- A role that supports primary care and transforms healthcare delivery in Australia and globally.
Company: Heidi
Location: London
Job Description:
About the 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. You will own technical issues end‑to‑end, partner closely with engineering and product teams, and contribute to supporting clinicians and improving patient care.
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 in high‑trust healthcare environments.
- Own customer issues from initial contact through to resolution, ensuring timely and accurate responses within agreed service levels.
- Collaborate closely with engineering and product teams to understand, reproduce, and resolve complex technical problems, ensuring escalations are 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 problems and contribute to improvements across tooling, processes, and systems that increase product reliability and the team’s ability to scale.
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 quickly.
- 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.
Benefits
- Additional paid day off for your birthday and wellness days.
- A generous personal development budget of $500 per annum.
- Opportunity to learn from leading engineers and creatives in a diverse team.
- The chance to create a global impact by working in one of the fastest‑growing healthtech startups.
- A fast‑track opportunity to accelerate a startup career.
- A role that supports primary care and transforms healthcare delivery in Australia and globally.
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Posted: May 18th, 2026