At a Glance
- Tasks: Diagnose and resolve complex technical issues in our AI-powered healthcare product.
- Company: Join Heidi Health, a pioneering company in AI healthcare solutions.
- Benefits: Equity from day one, comprehensive health cover, and a £500 home office budget.
- Other info: Flexible hybrid work environment with opportunities for learning and development.
- Why this job: Make a real impact on patient care while working with world-class talent.
- Qualifications: 2+ years in support engineering, strong problem-solving skills, and web development knowledge.
The predicted salary is between 45000 - 50000 £ per year.
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, escalating critical issues, and preventing 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 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.
WHY JOIN HEIDI HEALTH?
- Real product momentum. We’re not trying to generate interest, we’re channeling it.
- Equity from day one. When Heidi wins, you win. You’ll share directly in the success you help create.
- Unmatched impact. Play a pivotal role at a critical growth moment – working on a product that delivers tangible, real‑world value to clinicians and patients every day.
- Work alongside world‑class talent. Join a team of operators and builders who’ve scaled unicorns.
- Your health, covered. Comprehensive private medical and dental cover through Bupa, plus 24/7 mental health, coaching and wellbeing support through Sonder and a £100/month Healthy Heidi’s stipend.
- Global parental leave. 26 weeks paid for primary carers and 18 weeks for secondary carers, subject to eligibility.
- Fertility support. £7,000 one‑off payment, eligibility applies.
- Learning & development. £700 per year for courses, books, memberships, conferences and more.
- Home office budget. £500 one‑off to set up a workspace you actually want to work in.
- Recharge days after major milestones and busy periods so you can reset and come back strong.
- Work from anywhere for up to 4 weeks per year, wherever the world takes you.
- Clinical leave. 10 days per year for eligible clinical roles to maintain accreditation and requirements.
- Flexibility that works. A hybrid environment, with 3 days in the office.
HEIDI’S COMMITMENT TO DIVERSITY, EQUITY AND INCLUSION
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 we’re committed to promoting a culture of opportunity for all.
Customer Support Engineer - UK London employer: Meeveem Limited
Heidi Health is an exceptional employer that offers a dynamic and inclusive work environment in London, where you can make a real impact on healthcare through innovative AI solutions. With comprehensive benefits including equity from day one, extensive learning and development opportunities, and a strong commitment to employee wellbeing, you'll thrive in a culture that values collaboration and personal growth. Join a team of world-class talent dedicated to improving patient care while enjoying the flexibility of a hybrid work model and generous parental leave policies.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Engineer - UK London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Meeveem Limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Meeveem Limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Support Engineer - UK London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Meeveem Limited:Your cover letter is your chance to shine! Tell us why you want to work at Meeveem Limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Meeveem Limited!
How to prepare for a job interview at Meeveem Limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
