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- Tasks: Provide technical support to clinicians and NHS Trust users, resolving issues and ensuring smooth operations.
- Company: Lyrebird Health, an innovative AI-driven clinical documentation platform.
- Benefits: Gain hands-on experience, work with cutting-edge technology, and contribute to improving healthcare.
- Why this job: Make a real impact in healthcare while developing your technical skills and customer interaction experience.
- Qualifications: Experience in technical support or customer success, strong troubleshooting skills, and excellent communication.
- Other info: Join a diverse team and help shape the future of healthcare technology.
The predicted salary is between 30000 - 42000 £ 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 escalate 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.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
Customer Support Engineer employer: Lyrebird Health
Contact Detail:
Lyrebird Health Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Engineer
✨Tip Number 1
Get to know the company inside out! Research Lyrebird Health, its products, and its 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 talking to clinicians and NHS Trust users, being clear and calm is key. Try role-playing with a friend to get comfortable with technical explanations.
✨Tip Number 3
Show your problem-solving skills in action! Think of examples from your past experiences where you resolved technical issues or helped customers. Be ready to share these stories during your interview.
✨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 serious about joining the team at Lyrebird.
We think you need these skills to ace Customer Support Engineer
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 if you've worked with healthcare software or NHS Trusts.
Communicate Clearly: Since this role involves a lot of direct communication with clinicians, it’s crucial to demonstrate your clear written and verbal communication skills. Use straightforward language and keep it professional but friendly!
Be Yourself: We’re looking for genuine passion and ownership in your application. Don’t be afraid to let your personality shine through and share why you’re excited about the opportunity to work with us at Lyrebird.
Apply Through Our Website: To make sure your application gets the attention it deserves, apply directly through our website. It’s the best way for us to see your application and get you into the process smoothly!
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 that users might face and think about how you would resolve them. This will show your genuine interest and readiness to support customers effectively.
✨Practice Clear Communication
Since you'll be interacting directly with clinicians, practice explaining technical concepts in simple terms. Role-play potential scenarios where you need to troubleshoot an issue over the phone or video call. This will help you convey confidence and clarity during the actual interview.
✨Demonstrate Ownership and Initiative
Prepare examples from your past experiences where you took ownership of a problem and saw it through to resolution. Highlight situations where you worked independently and made decisions without much supervision. This aligns perfectly with the high ownership expected in this role.
✨Show Your Understanding of Clinical Workflows
If you have experience in healthcare software or working with NHS Trusts, be ready to discuss it. If not, do some research on clinical workflows and the challenges faced by clinicians. Showing that you understand their environment will help you stand out as a candidate who can empathise with users' needs.