Healthcare needs a better rhythm: one that keeps care continuous and deeply human. Heidi is building an AI Care Partner that works alongside clinicians to make that possible.
We're a team of doctors, engineers, designers, researchers, and creatives building tools that help clinicians stay focused on what matters most: their patients.
In just 18 months, Heidi has given back more than 18 million hours to healthcare professionals, supporting 73 million patient visits in 116 countries. Today, more than two million patient visits each week are powered by Heidi worldwide.
Backed by significant venture funding, we're growing rapidly across the US, UK, Canada, and Europe, partnering with leading health systems and thousands of clinicians globally.
The RoleAs a Customer Support Engineer at Heidi, 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 an escalation point for customers and internal team members on complex or technical issues 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, escalate 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
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
Live Forever: We build for healthcare's next decade, not next quarter. We set outrageous targets, lead healthcare forward, and follow the evidence, even when it's uncomfortable.
Practice Ownership: Everyone here carries the company. We raise the bar on hiring and excellence, own the outcome end-to-end, and focus on what matters over process.
Move Fast, Fix Faster: The more we do, the more we learn. We ship atoms daily, learn from every release, and stay precise at pace.
Get Better: The best clinicians teach. So do we. We live in clinicians' reality, bring warmth to the work, and choose clarity, not cleverness.
Become an owner, with significant shares (equity) in the company. If Heidi wins, we all win.
Healthcare, Dental and Vision benefit options.
401k with 3% match.
$100/month Healthy Heidi's budget.
$700/year learning and development budget.
$500 home office setup budget.
Recharge Days after major pushes.
Skills Required
- 2+ years of experience in a support engineer role
- Strong problem-solving and critical-thinking skills
- Strong customer focus and customer service orientation
- Excellent written and verbal communication skills, including explaining technical concepts to non-technical users
- Understanding of web development
- Experience using Python, React, Node.js, FastAPI, and MongoDB
- Ability to work proactively in a fast-paced startup environment and collaborate internationally
What We Do
Heidi Health is the team behind the world’s most loved AI scribe used daily by tens of thousands of clinicians in over 50 countries scribing millions of consults every month. Where other scribes end at transcription, Heidi is just getting started. Heidi’s real power is its ability to personalize notes with customized templates, create any healthcare document with a simple prompt, enable seamless team collaboration through shared sessions for multi-disciplinary care and more. From solo practitioners to large hospital networks, primary care to neurology to OBGYN, Heidi adapts to unique workflows across all specialties. Heidi is safe for every clinician to use with HIPAA and NHS compliance fortified with SOC2 and ISO 27001 security. Join the revolution at www.heidihealth.com – scribing is free, and it’s just the beginning.
