Customer Support Engineer - London

Blackbird Ventures Pty; Greater London; On-site; GBP 42,000 - 65,000; Full time

Benefits offered by this job

Health & dental cover

£700 learning & development budget

£100/month health & wellness allowance

£500 home office budget

Parental leave (26 wks primary, 18 wks

Fertility support

Equity

Job summary

Heidi is seeking a Support Engineer to diagnose, resolve, and prevent complex issues in our AI-powered healthcare product. You will collaborate with engineering and product teams to support clinicians, improve reliability, and scale safely in high-stakes environments.

You will own issues end-to-end, communicate clearly, and help reduce friction in clinical workflows while contributing to the long-term success of Heidi.

Qualifications

• 2+ years of experience as a support engineer.
• Proactive, thrives in a fast-paced startup environment.
• Strong problem-solving skills and critical thinking.
• Excellent communication; can explain technical concepts clearly to non-tech users.
• Understanding of web development with Python, React, Node, FastAPI, MongoDB.

Responsibilities

• Act as escalation point for complex or high-impact issues.
• Develop product expertise and understand customer usage in clinical contexts.
• Provide exceptional technical support with clear, effective communication.
• Analyze and debug complex technical issues with careful judgment.
• Own customer issues from start to finish within SLAs.

Skills

Problem solving

Customer focus

Communication

Team collaboration

Startup mindset

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. Our platform has absorbed the administrative chaos of 175 million patient visits and supported 67 million clinical hours. Today, we support 2.8 million patient sessions a week across 190+ countries, in 110 languages and over 200 specialties.

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 capacity for care 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.

We’ve grown annual recurring revenue from $1 million to $50 million in two years.

To go further, we’ve secured US$340 million: a $100 million Series C led by Blackbird, with Phoenix Court, Point72 Private Investments and Headline, alongside a $240 million growth investment led by General Catalyst’s Customer Value Fund.

If you want to join us in doing work worth shipping, jump in.

The role

As a 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, 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 measured on real-world impact, not press cycles. 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 (on every side of the equation) what non-care feels like, the moral and practical toll as a provider or receiver.

Building what we’re building isn’t always easy. Standard tech playbooks routinely fail in healthcare, and the friction of the medical system will test your perseverance. But we didn’t choose easy, we chose a purpose-driven mission that actually matters. We hold ourselves to a higher standard because healthcare demands it. If you join Heidi, you recognize that the deeper question isn’t whether AI can solve the global healthcare crisis, but whose hands will shape it.

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.

We take care of you.

We offer health and dental cover, a £700 annual learning and development budget, a £100/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 £7,000, four weeks of work from anywhere per year, and serious equity.

We chose to open‑source our benefits hub, if you care to take a peek.