Customer Support Engineering Lead - London

Heidi; Greater London; On-site; GBP 90,000 - 120,000; Full time

Benefits offered by this job

Health & dental

Learning budget £700

Wellness allowance £100/m

Home office budget £500

Parental leave 26w / 18w

Fertility support £7k

Remote work 4 weeks/year

Equity

Job summary

Heidi is seeking a Support Engineering Team Lead to coach and scale a high-velocity team resolving the hardest customer issues, with logs, traces, and code. You’ll own queue health, lead incident coaching, and drive improvements across Product and Engineering to improve reliability at scale.

You’ll collaborate with Customer Support, Customer Success, Product, and core Engineering, shaping runbooks, tooling, and processes while mentoring engineers and advancing career growth.

Qualifications

• Strong technical troubleshooting: read logs/traces and query data to root-cause issues.
• Experience mentoring engineers — formal management or tech-lead background.
• Excellent written communication to translate problems into clear narratives for engineers and stakeholders.
• High ownership: drive queue and quality outcomes with minimal direction.
• Pragmatic approach to reliability and safety in customer-impacting contexts.
• Romantic streak about software and belief that great products transform days.

Responsibilities

• Lead, coach, and develop a team of support engineers; set a high standard for investigation rigour and customer communication.
• Run the team's operating rhythm: queue triage, standups, case reviews, escalations and 1:1s.
• Recruit, onboard, and ramp new support engineers as the function scales across regions.
• Provide on-the-spot coaching during live incidents and complex escalations.
• Own queue health and SLAs across L2 support; ensure timely, high-quality resolution of customer-reported issues.
• Track and report key metrics and turn them into action.
• Handle the most complex or sensitive technical escalations personally.
• Triage customer reports into well-scoped tickets with clear reproduction steps and impact.

Skills

Technical troubleshooting

Mentoring engineers

Written communication

Ownership

Reliability & safety

System thinking

Tools

Datadog

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.

The role

We're looking for a Support Engineering Team Lead to drive the engineers at the sharp end of customer problems — the team that investigates, triages, and resolves the hardest technical issues customers hit, and turns those signals into lasting product and tooling improvements.

This is a high-agency, player-coach role designed for someone who:

• Is technical enough to dive into logs, traces, and code to root-cause a gnarly customer issue, and leads by example doing it

• Gets energy from growing people: coaching engineers, raising the bar on investigation quality, and building durable team rituals

• Thinks in systems: replaces recurring toil with tooling, runbooks, and automation rather than re-solving the same ticket

• Owns outcomes end-to-end: queue health, turnaround time, escalation quality, and the feedback loop back into Product and Engineering

You’ll lead the Support Engineering team and partner closely with Customer Support, Customer Success, Product, and core Engineering to resolve issues fast and make Heidi more reliable at scale.

What you’ll do

Lead and grow the team

• Lead, coach, and develop a team of support engineers; set a high standard for investigation rigour and customer communication.

• Run the team's operating rhythm: queue triage, standups, case reviews, escalations and 1:1s.

• Recruit, onboard, and ramp new support engineers as the function scales across regions.

• Provide on-the-spot coaching during live incidents and complex escalations.

Own support engineering operations

• Own queue health and SLAs across L2 support; ensure timely, high-quality resolution of customer-reported issues.

• Track and report key metrics (response/resolution times, escalation and reopen rates, root-cause categories) and turn them into action.

• Handle the most complex or sensitive technical escalations personally.

• Triage customer reports into well-scoped tickets with clear reproduction steps, evidence, and impact for core Engineering.

• Collaborate with the local region Customer Success and Sales teams to identify and share pain points for our customers

Investigate and resolve hard technical issues

• Root-cause customer issues across the stack using logs, traces, and observability (e.g. Datadog), session data, and the codebase.

• Ship pragmatic data fixes and tightly-scoped code fixes where appropriate, and partner with Engineering to land deeper fixes.

• Use and extend internal tooling to resolve issues safely at scale via permissioned access to internal data and actions.

Turn signal into durable improvement

• Spot recurring issues and product pain points; codify "tribal knowledge" into runbooks, checks, and self-serve internal interfaces.

• Drive systemic fixes — feed clear, prioritised signals into Product and Engineering and follow them through to resolution.

• Maintain and improve internal and customer-facing support content based on real ticket trends.

What you'll need

• Strong technical troubleshooting ability: comfortable reading logs/traces, querying data, and navigating a production codebase to root-cause issues.

• A romantic streak about software. You believe great products can transform someone's day.

• Experience leading or mentoring engineers — formal management or strong tech-lead / player-coach experience.

• Excellent written communication — you can translate messy customer problems into clear technical narratives for engineers and clear updates for stakeholders.

• High ownership: you define success, drive queue and quality outcomes, and deliver without heavy direction.

• Pragmatic approach to reliability and safety, especially when actions can affect customers or clinical workflows.

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.