AI-Powered Healthcare Support Engineer

Heidi; Greater London; Hybrid; GBP 40,000 - 70,000; Full time

Benefits offered by this job

Health and dental cover

£700 annual learning & development

£100/month health & wellness allowance

£500 home office budget

26 weeks paid primary parental leave

18 weeks paid secondary parental leave

Fertility support up to £7,000

Work from anywhere 4 weeks per year

Equity

Job summary

Heidi, a healthcare AI company, is seeking a Support Engineer to diagnose, resolve, and prevent complex issues in its AI-powered product. You’ll impact reliability, trust, and scaling in high-stakes clinical environments by owning issues end-to-end and partnering with engineering and product.

You’ll work with a global team to understand customer needs, communicate effectively, and ensure timely, accurate responses while building expertise in Heidi’s platform and clinical use cases.

Qualifications

• 2+ years’ experience in a support engineer role.
• Fast-paced startup environment experience desirable.
• Strong problem-solving and communication skills.
• Ability to explain technical concepts to non-technical users.
• Understanding of web development with Python/React/Node/FastAPI/MongoDB.

Responsibilities

• Act as escalation point for complex or high-impact issues.
• Become a product expert understanding Heidi in real-world clinical contexts.
• Provide exceptional technical support with clear communication.
• Analyze and debug complex issues, applying careful judgment.
• Own cases from initial contact to resolution within SLAs.
• Collaborate with engineering and product to reproduce and resolve problems.
• Monitor server health, status, and bug reports to mitigate impact.
• Identify systemic issues and contribute to tooling and process improvements.

Skills

Support engineering

Customer focus

Problem-solving

Communication

Web development basics

Python

React

Tools

Python

React

Node.js

FastAPI

MongoDB

Job description

Heidi, a healthcare AI company, is seeking a Support Engineer to diagnose, resolve, and prevent complex issues in its AI-powered product. You’ll impact reliability, trust, and scaling in high-stakes clinical environments by owning issues end-to-end and partnering with engineering and product.

You’ll work with a global team to understand customer needs, communicate effectively, and ensure timely, accurate responses while building expertise in Heidi’s platform and clinical use cases.