Software Implementation Engineer

We’re Heidi. We're building the future of healthcare by giving every clinician the earth's finest AI Care Partner. In just 18 months, our clinical AI products have absorbed the administrative chaos of 73 million patient visits. Today, we support over 2.5 million patient sessions a week across 190+ countries. 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 healthcare capacity and strengthen the human connection at its heart.

The Software Implementation Engineer is a hands-on technical delivery role at the centre of complex NHS deployments. At Heidi, the CSM owns the customer from day one: the relationship, the rollout plan, the path to renewal. The Implementation Engineer is the technical arm they lean on: the person who personally configures SSO with the customer’s IT team, sets up and provisions tenants, delivers EHR integrations through to go-live, configures agents and custom builds, and gives every technical problem a fast diagnosis and the right owner.

You are the reason launches don't stall on technical topics. The remit is deliberately broad: anything to do with getting an account set up, configured and optimised is yours, from account configuration and MFA through to integration build and iteration, rather than being split across several specialist roles. Clinical training and adoption sit with Clinical Enablement, not here. Your ownership begins upon acceptance of the enterprise handover. It ends when the agreed technical scope has passed its acceptance criteria, customer sign-off has been recorded, the final configuration has been documented and the implementation has transferred into hypercare or BAU support.

You are technically credible in front of a CIO, precise in what you hand to engineers, and relentless about closing the loop — and you translate what customers need technically into clear, prioritised asks for the Technical Program Manager (TPM), who owns the integration roadmap and prioritisation.

Success in this role looks like:

• Hands-on delivery — you personally set up, configure and validate the technical footprint of an account: identity, provisioning, integrations, agents, data flows.
• Technical ownership — every technical problem at your accounts gets a fast diagnosis and a clear owner.
• Fast unblocking — technical blockers that would stall a launch for weeks get diagnosed, sequenced and resolved in days.
• Clean boundaries — you hand net-new build work to FDEs as precise, prioritised requirements they can act on without rework.
• Trusted translation — customer IT and security teams treat you as a peer.

This is a delivery-accountable role, so your job is to make the technical side of every account work: identity live, tenants configured, integrations delivered, agents built, security questions answered, and technical problems solved before they become escalations.

What you’ll do

Technical Onboarding & Account Setup

• Own the technical setup of new enterprise accounts end to end: tenant and workspace configuration, user provisioning and seat structure, environment readiness.
• Configure SSO with the customer’s IT team — SAML / OIDC against Okta, Microsoft Entra and NHS identity infrastructure — including MFA and conditional-access alignment.
• Drive network and device readiness: whitelisting, VDI and shared-device constraints, mobile device management.
• Work directly with customer IT to clear whatever is blocking a swift deployment.

Integration Delivery

• Receive the validated integration design and signed SOW from presales.
• Confirm implementation prerequisites, elaborate the agreed design where necessary, configure the Heidi components, perform technical testing, support customer UAT and execute the technical go-live activities.
• Translate the agreed SOW and technical design into precise, prioritised implementation requirements.
• Provide credible estimates, identify dependencies early and give the CSM evidence-based status and recovery options.

Product-technical Configuration

• Set up agentic workflows, agents and custom builds to fit each account’s clinical and operational workflows.
• Translate what the customer bought into what has to be configured.

Technical Escalation & Resolution

• During active implementation and hypercare, be the first technical port of call for CSMs.
• Diagnose before you route: implementation-phase and account-specific configuration issues are yours to fix.

Information Governance & Security Enablement

• Provide accurate technical input and evidence for DPIAs, security questionnaires and IT-assurance requests.

Handover acceptance and scope control

• Review the signed SOW, discovery notes, technical decision record, architecture, acceptance criteria, success measures and open risk log before technical implementation begins.
• Deliver against the agreed scope without converting new customer requirements into configuration work.

How we show up

• Build for the next decade, not next quarter.
• Follow the evidence. Trust the patient.
• Own the outcome.
• Live in clinicians' reality.

Why Heidi?

You’ll join a team focused on real-world impact over imaginary valuations and glossy PR. We live and breathe the challenges of modern health systems, and are laser-focused on exacting the change we’d like to see. True A-players progress extremely fast here. The nature of the scale-up game is demanding, but we value sustainable performance and mental health. Building what we’re building isn’t always easy. But we didn’t choose easy, we chose to build something that actually matters.

Our Benefits

• Equity from day one.
• Your health, covered.
• Global parental leave.
• Fertility support.
• Learning & development.
• Home office budget.
• Recharge days after major milestones.
• Work from anywhere for up to 4 weeks per year.
• Clinical leave.
• Flexibility that works.

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.