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For Companies At a Glance
- Tasks: Provide top-notch support for our AI-powered healthcare product and resolve complex technical issues.
- Company: Join Heidi Health, a leading healthtech startup making waves in Australia.
- Benefits: Enjoy extra paid time off for your birthday, wellness days, and a generous personal development budget.
- Other info: Collaborate with a diverse international team dedicated to improving patient care.
- Why this job: Make a global impact while fast-tracking your career in a dynamic startup environment.
- Qualifications: 2+ years in a support engineer role with strong problem-solving and communication skills.
The predicted salary is between 30000 - 40000 £ per year.
Why join Heidi Health?
- Additional paid day off for your birthday and wellness days
- A generous personal development budget of $500 per annum
- Learn from some of the best engineers and creatives, joining a diverse team
- The rare chance to create a global impact as you immerse yourself in one of Australia’s leading healthtech startups
- If you have an impact quickly, the opportunity to fast track your startup career!
Help us reimagine primary care and change the face of healthcare in Australia and then around the world.
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, elevate 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.
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 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.
Customer Support Engineer | UK employer: Heidi Health Ltd
Contact Detail:
Heidi Health Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Engineer | UK
✨Tip Number 1
Get to know the company inside out! Research Heidi Health, their products, and their mission. This way, when you chat with them, you can show off your knowledge and passion for what they do.
✨Tip Number 2
Practice your problem-solving skills! Think of common technical issues that might arise in a healthcare setting and how you would tackle them. Being prepared will help you shine during interviews.
✨Tip Number 3
Don’t underestimate the power of networking! Connect with current or former employees on LinkedIn. They can provide insights about the company culture and maybe even give you a heads-up on the interview process.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining the team at Heidi Health.
We think you need these skills to ace Customer Support Engineer | UK
Some tips for your application 🫡
Show Your Passion for Tech: When you're writing your application, let your enthusiasm for technology and customer support shine through. We want to see how much you care about helping others and solving problems, especially in a fast-paced environment like ours!
Tailor Your Experience: Make sure to highlight your relevant experience in your application. If you've worked with AI products or in healthcare tech before, shout about it! We love seeing how your background aligns with what we do at Heidi Health.
Be Clear and Concise: In your written application, clarity is key. Use straightforward language to explain your skills and experiences. Remember, we want to understand your journey without getting lost in jargon or overly complex sentences.
Apply Through Our Website: Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Heidi Health Ltd
✨Know Your Stuff
Make sure you dive deep into understanding Heidi Health's products and services. Familiarise yourself with their AI-powered healthcare solutions and how they impact clinicians and patients. This knowledge will help you answer questions confidently and show your genuine interest in the role.
✨Show Off Your Problem-Solving Skills
Prepare to discuss specific examples of complex technical issues you've resolved in the past. Highlight your analytical thinking and how you approach problem-solving, especially in high-stakes environments. This will demonstrate your ability to thrive in a fast-paced startup like Heidi Health.
✨Communicate Clearly
Practice explaining technical concepts in simple terms. Since you'll be dealing with non-technical users, being able to communicate effectively is crucial. Use role-play scenarios to refine your ability to empathise and clarify customer needs during the interview.
✨Be Proactive and Collaborative
Emphasise your proactive nature and willingness to collaborate with engineering and product teams. Share examples of how you've contributed to process improvements or identified recurring issues in previous roles. This will show that you're not just a problem-solver but also a team player who can help drive success at Heidi Health.