Support Engineer, AI Health — Remote & Equity

Heidi Health; Sydney; Hybrid; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Learning budget

Health allowance

Home office budget

Parental leave (26 weeks)

Equity

Job summary

Heidi Health is seeking a Support Engineer to diagnose, resolve, and prevent complex issues in our AI-powered healthcare product. You’ll own issues end-to-end, work with engineering and product teams, and help ensure reliability in high-stakes clinical environments.

You will serve as an escalation point, become a product expert, and deliver exceptional technical support with clear communication and critical thinking in a fast-paced startup culture.

Qualifications

• 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.

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 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.

Skills

Problem solving

Customer focus

Communication

Web development basics

Tools

Python

React

Node.js

FastAPI

MongoDB

Job description

Heidi Health is seeking a Support Engineer to diagnose, resolve, and prevent complex issues in our AI-powered healthcare product. You’ll own issues end-to-end, work with engineering and product teams, and help ensure reliability in high-stakes clinical environments.

You will serve as an escalation point, become a product expert, and deliver exceptional technical support with clear communication and critical thinking in a fast-paced startup culture.