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For Companies At a Glance
- Tasks: Diagnose and resolve complex technical issues in our AI-powered healthcare product.
- Company: Join Heidi Health, a leading healthtech startup making a global impact.
- Benefits: Enjoy extra paid days off, a generous development budget, and remote work options.
- Other info: Collaborate with a diverse international team in a dynamic startup environment.
- Why this job: Make a real difference in healthcare while fast-tracking your startup career.
- 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 in London 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 in London
✨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 communication skills! Since you'll be dealing with customers and technical issues, being able to explain complex concepts in a simple way is key. Try role-playing scenarios with friends or family to get comfortable.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider info about the company culture and even lead to referrals, which can really boost your chances.
✨Tip Number 4
Don’t forget to 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 in London
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for the role shine through! We want to see how excited you are about joining our team and making a difference in healthcare.
Tailor Your CV: Make sure your CV is tailored to the Customer Support Engineer role. Highlight relevant experience and skills that match what we’re looking for, especially your problem-solving abilities and technical expertise.
Craft a Compelling Cover Letter: Your cover letter is your chance to tell us why you’re the perfect fit for Heidi Health. Share specific examples of how you've tackled complex issues in the past and how you can contribute to our mission.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team!
How to prepare for a job interview at Heidi Health Ltd
✨Know Your Stuff
Make sure you dive deep into Heidi Health's products and services. Understand how the AI-powered healthcare product works and be ready to discuss real-world applications. This will show your genuine interest and help you answer technical questions with confidence.
✨Show Off Your Problem-Solving Skills
Prepare examples of complex issues you've resolved in previous roles. Highlight your thought process and how you approached each problem. This is crucial for a Support Engineer role, as it demonstrates your ability to think critically and act decisively under pressure.
✨Communicate Like a Pro
Practice explaining technical concepts in simple terms. You might be asked to clarify complex ideas for non-technical users, so being able to communicate effectively is key. Use role-play with a friend or family member to refine your skills.
✨Be Ready to Collaborate
Since you'll be working closely with engineering and product teams, prepare to discuss how you’ve successfully collaborated in the past. Share specific instances where teamwork led to improved outcomes, showing that you can contribute positively to the team dynamic at Heidi Health.