At a Glance
- Tasks: Diagnose and resolve complex issues in our AI healthcare product while supporting clinicians.
- Company: Join a purpose-driven tech company transforming healthcare with innovative AI solutions.
- Benefits: Health cover, learning budget, wellness allowance, remote work options, and generous parental leave.
- Other info: Fast-paced startup environment with excellent career growth and a focus on mental health.
- Why this job: Make a real impact on patient care and help shape the future of healthcare.
- Qualifications: 2+ years in support engineering, strong problem-solving skills, and web development knowledge.
The predicted salary is between 54000 - 66000 £ per year.
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, Point72 Private Investments and Headline, alongside a $240 million growth investment led by General Catalyst’s Customer Value Fund.
The role
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.
- Understanding of web development, with some experience using Python, React, Node, FastAPI, and MongoDB.
How we show up
- Build for the next decade, not next quarter. Our targets are outrageous on purpose. The world's health doesn't have the luxury of incrementalism.
- Lead, don't wait. We treat tomorrow's problems today. Sometimes we build what's needed before it's wanted, and we're fine with that.
- Follow the evidence. Trust the patient. We pursue truth relentlessly. But when the subjective and objective disagree, we treat the patient, not the numbers. Ego is a comorbidity we can't afford.
- Own the outcome. Everyone here carries the company. Raise problems with solutions, solve them end-to-end, and never be a bystander.
- Ship, measure, go again. A button today, a workflow tomorrow. More iterations beat better planning. We're precise at pace, not reckless.
- Live in clinicians' reality. Not the ideal workflow, the twenty-patients-before-lunch actual one. We build for exhausted humans, and we'd better be decent ones while we do it.
Why Heidi?
You’ll join a team measured on real-world impact, not press cycles. We live and breathe the challenges of modern health systems, and are laser-focused on exacting the change we’d like to see. We’re medicos, engineers, builders and designers who’ve felt (on every side of the equation) what non-care feels like, the moral and practical toll as a provider or receiver.
Building what we’re building isn’t always easy. Standard tech playbooks routinely fail in healthcare, and the friction of the medical system will test your perseverance. But we didn’t choose easy, we chose a purpose-driven mission that actually matters. We hold ourselves to a higher standard because healthcare demands it. If you join Heidi, you recognize that the deeper question isn’t whether AI can solve the global healthcare crisis, but whose hands will shape it.
True A-players progress extremely fast here. The nature of the scale-up game is demanding, but we value sustainable performance and mental health. You're trusted to perform, and you set your schedule. We operate on outcomes > inputs, not process theatre. We all take our bins out, metaphorically and literally.
We take care of you.
We offer health and dental cover, a £700 annual learning and development budget, a £100/month health and wellness allowance, a £500 home office budget, 26 weeks paid primary parental leave and 18 weeks paid secondary parental leave, fertility support up to £7,000, four weeks of work from anywhere per year, and serious equity.
We chose to open-source our benefits hub, if you care to take a peek.
Customer Support Engineer - London employer: Heidi Health Corp.
Heidi is an exceptional employer dedicated to transforming healthcare through innovative AI solutions, offering a dynamic work culture that prioritises real-world impact and employee well-being. With a strong focus on professional growth, employees benefit from generous learning budgets, flexible working arrangements, and comprehensive health support, all while contributing to meaningful advancements in patient care. Join us to be part of a passionate team that values collaboration, creativity, and the drive to make a difference in the healthcare landscape.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Engineer - London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Heidi Health Corp.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Heidi Health Corp. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Support Engineer - London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Heidi Health Corp.:Your cover letter is your chance to shine! Tell us why you want to work at Heidi Health Corp. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Heidi Health Corp.!
How to prepare for a job interview at Heidi Health Corp.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
