Support Engineer

Heidi; City of Melbourne; On-site; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Learning and development budget

Health and wellness allowance

Home office budget

Parental leave (26 weeks)

Fertility support

Work from anywhere (4 weeks/year)

Equity

Job summary

Heidi is seeking a Support Engineer to diagnose, resolve, and prevent complex issues in our AI-powered healthcare product. You will own issues end-to-end, work with engineering and product teams, and directly impact product reliability and clinician satisfaction.

With 2+ years in a support role and a knack for clear communication, you will thrive in our fast-paced startup. Expect collaboration across global teams, a strong customer focus, and opportunities to scale our healthcare solutions

Qualifications

• 2+ years’ experience in a support engineer role.
• Experience in fast-paced startup environments and cross-functional collaboration.
• Ability to explain technical concepts to non-technical users.

Responsibilities

• Act as an escalation point for customers and internal team members on complex or technical issues.
• 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 and aligned with customer impact.
• Monitor server health, system status, and bug reports, taking immediate action to mitigate impact, elevate 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 and team efficiency.

Skills

Problem solving

Communication

Team collaboration

Tools

Python

React

Node.js

FastAPI

MongoDB

Job description

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.

We found product-market fit with a freemium medical scribe that clinicians love. Now, we’re expanding. Every task a clinician hands to Heidi is a patient who feels more attended to, a health system unclogged, and a clinician who gets to be a clinician again.

If you don’t choose easy and you want to build something way bigger than yourself then, choose the challenge, choose Heidi.

The role

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 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, elevate 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.

What you’ll need

• 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.

How we show up

• Build for the next decade, not next quarter. Our targets are outrageous on purpose. The world’s health doesn’t have the luxury of incrementalism.
• Lead, don’t wait. We treat tomorrow’s problems today. Sometimes we build what’s needed before it’s wanted, and we’re fine with that.
• Follow the evidence. Trust the patient. We pursue truth relentlessly. But when the subjective and objective disagree, we treat the patient, not the numbers. Ego is a comorbidity we can’t afford.
• Own the outcome. Everyone here carries the company. Raise problems with solutions, solve them end‑to‑end, and never be a bystander.
• Ship, measure, go again. A button today, a workflow tomorrow. More iterations beat better planning. We’re precise at pace, not reckless.
• Live in clinicians’ reality. Not the ideal workflow, the twenty‑patients‑before‑lunch actual one. We build for exhausted humans, and we’d better be decent ones while we do it.

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. We’re medicos, engineers, builders, and designers who’ve felt the moral and practical toll of what non‑care feels like. True A‑players progress extremely fast here. The nature of the scale‑up game is demanding, but we value sustainable performance and mental health. You’re trusted to perform, and you set your schedule. We operate on outcomes > inputs, not process theatre. We all take the bins out, metaphorically and literally.

Building what we’re building isn’t always easy. But we didn’t choose easy, we chose to build something that actually matters. We hold ourselves to a higher standard because healthcare demands it. If you join Heidi, you recognise that the deeper question isn’t whether AI can solve the global healthcare crisis, but whose hands will shape it. The work is hard, but you will trust and admire the people you work beside, and rest easy knowing you’re doing the defining work of your career.

We take care of you.

We offer a $1,000 annual learning and development budget, a $150/month health and wellness allowance, a $500 home office budget, 26 weeks paid primary parental leave and 18 weeks paid secondary parental leave, fertility support up to $10,000, four weeks of work from anywhere per year, and serious equity.