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- Tasks: Provide technical support to clinicians and NHS Trust users, resolving issues and ensuring smooth operations.
- Company: Join Lyrebird Health, an innovative AI-driven platform transforming clinical documentation.
- Benefits: Competitive salary, flexible working hours, and opportunities for personal growth.
- Why this job: Make a real impact in healthcare by supporting clinicians and improving patient care.
- Qualifications: Experience in technical support and strong troubleshooting skills required.
- Other info: Be part of a diverse team shaping the future of healthcare technology.
The predicted salary is between 36000 - 60000 £ per year.
You will be a key part of Lyrebird’s UK Customer Support function, acting as the in-region technical support lead for clinicians and NHS Trust users. Your focus is to ensure smooth day‑to‑day operation of the product, resolve technical issues quickly, and provide confident, responsive support during UK business hours. You will work closely with Customer Success, Product, and Engineering teams to support trust rollouts, troubleshoot issues, and improve the experience for clinicians using Lyrebird in real clinical settings. This is a hands‑on role with high ownership and direct customer interaction.
About Us
Lyrebird Health is an AI‑driven ambient scribe and clinical documentation platform. We help hospitals and health systems reduce administrative burden, speed up documentation, and improve care quality by turning real clinical conversations into accurate notes that flow into the EPR and other downstream systems. We already work with leading NHS Trusts and international hospital groups.
What you’ll do:
- Act as the primary support contact for UK‑based clinicians and NHS Trust users during UK working hours.
- Handle phone and video calls with clinicians and operational users, providing clear, calm, and practical support.
- Diagnose and resolve technical issues across product usage, configuration, and workflows.
- Own issues end‑to‑end, from first report through resolution and follow‑up.
- Support onboarding, training sessions, and trust rollouts alongside Customer Success teams.
- Work closely with Product and Engineering to elevate bugs, provide context, and help prioritise fixes.
- Feed common issues, patterns, and customer insights back into documentation, FAQs, to help improve internal processes.
- Act as the voice to UK customers raising product feature requests and improvements to product and engineering teams.
- Act as a trusted, reliable point of contact for UK customers, helping build confidence as Lyrebird expands across the NHS.
What you’ll bring:
- Experience in a technical support, support engineering, or customer success role.
- Strong technical troubleshooting skills and the ability to work across a range of issues.
- Confidence speaking directly with customers and clinicians over phone and video.
- High ownership and initiative – comfortable working independently with limited supervision.
- Clear written and verbal communication skills.
- Organised and reliable, with strong follow‑through on open issues.
Bonus points if you have:
- Experience supporting healthcare software or working with NHS Trusts.
- Familiarity with clinical workflows or regulated environments.
- A STEM background or strong technical literacy.
- Experience working in a fast‑growing start‑up or scale‑up.
At Lyrebird, you won’t just write code — you’ll help shape the future of the human experience. If you want to pioneer, to create, and to see your work touch lives directly, we’d love to hear from you. We’re building a team that reflects the diversity of the people who’ll benefit from our work. We want Lyrebird to be a place where everyone feels safe, supported, and able to thrive. If you’re from an underrepresented background in tech, we especially encourage you to apply — even if you don’t meet every single requirement.
Customer Support Engineer in Bilston employer: Lyrebird Health
Contact Detail:
Lyrebird Health Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Engineer in Bilston
✨Tip Number 1
Get to know the company inside out! Research Lyrebird Health, their products, and their mission. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! Since you'll be interacting with clinicians and NHS Trust users, being clear and calm is key. Try role-playing common support scenarios with a friend to build your confidence.
✨Tip Number 3
Show off your problem-solving skills! Prepare examples of how you've tackled technical issues in the past. This will demonstrate your ability to own problems from start to finish, just like they need in this role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re proactive and ready to take the next step in your career with us at Lyrebird.
We think you need these skills to ace Customer Support Engineer in Bilston
Some tips for your application 🫡
Show Your Technical Skills: Make sure to highlight your technical troubleshooting skills in your application. We want to see how you’ve tackled issues in the past, especially in a customer support or engineering role.
Communicate Clearly: Since you'll be interacting with clinicians and NHS Trust users, clear communication is key. Use straightforward language in your application to demonstrate your ability to convey complex information simply.
Share Relevant Experience: If you've worked in healthcare software or with NHS Trusts before, shout about it! We love candidates who understand clinical workflows and can bring that knowledge to our team.
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’re considered for this exciting opportunity at Lyrebird!
How to prepare for a job interview at Lyrebird Health
✨Know Your Product Inside Out
Before the interview, make sure you understand Lyrebird’s platform and how it benefits clinicians and NHS Trusts. Familiarise yourself with common technical issues and solutions, as well as the clinical workflows involved. This will help you demonstrate your technical troubleshooting skills and show that you're genuinely interested in the role.
✨Practice Clear Communication
Since you'll be interacting directly with clinicians, practice explaining technical concepts in simple terms. Role-play potential scenarios where you might need to troubleshoot an issue over the phone or video call. This will help you convey calmness and clarity during the actual interview.
✨Show Your Initiative
Highlight examples from your past experience where you've taken ownership of a problem and resolved it independently. Be ready to discuss how you’ve supported customers in previous roles, especially in fast-paced environments. This will showcase your high ownership and initiative, which are key traits for this position.
✨Prepare Questions for Them
Think of insightful questions to ask your interviewers about their product, team dynamics, and future plans. This not only shows your enthusiasm for the role but also helps you gauge if the company culture aligns with your values. It’s a great way to demonstrate that you’re serious about contributing to their mission.