AI Healthcare Support Engineer – Scale Impact

Heidi; Greater London; Remote; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Health & dental

£700 annual learning budget

£100/month wellness allowance

£500 home office budget

26 weeks primary parental leave

18 weeks secondary parental leave

Fertility support £7,000

4 weeks work from anywhere

Equity

Job summary

Heidi in the United Kingdom is seeking a Support Engineer to diagnose and resolve complex issues in our AI-powered healthcare product, with a focus on reliability and safe scaling in high-stakes clinical environments.

You will own issues end-to-end, collaborate with engineering and product teams, and help clinicians by delivering clear, effective support and rapid resolution.

Join a fast-growing frontline team building the future of care with equity, learning budget, and regional flexibility.

Qualifications

• 2+ years’ experience in a support engineer role.
• Proactive, thrives in a fast-paced startup environment and collaborates with an international team.
• Strong problem-solving skills and learning on the fly.
• Strong customer focus and genuine desire to help customers.
• Excellent communication, including explaining technical concepts to non-technical users.
• Understanding of web development with Python, React, Node, FastAPI and MongoDB.

Responsibilities

• Act as an escalation point for complex or high-impact issues.
• Become a product expert and understand Heidi’s real-world use by clinicians.
• Provide exceptional technical support with clear communication and efficient issue resolution.
• Perform in-depth analysis and debugging of complex problems in high-trust healthcare environments.
• Own customer issues from initial contact to resolution within SLAs.
• Collaborate with engineering and product teams to reproduce and resolve escalations with clear scope and impact.
• Monitor server health, system status, and bug reports to mitigate impact.
• Identify recurring issues and contribute to tooling and process improvements for reliability and scale.

Skills

2+ years exp

Startup environment

Problem solving

Customer focus

Communication

Python

React

Node.js

FastAPI

MongoDB

Job description

Heidi in the United Kingdom is seeking a Support Engineer to diagnose and resolve complex issues in our AI-powered healthcare product, with a focus on reliability and safe scaling in high-stakes clinical environments.

You will own issues end-to-end, collaborate with engineering and product teams, and help clinicians by delivering clear, effective support and rapid resolution.

Join a fast-growing frontline team building the future of care with equity, learning budget, and regional flexibility.