Healthcare AI Support Engineer

Health Data Innovations, Inc.; Greater London; Hybrid; GBP 40,000 - 70,000; Full time

Benefits offered by this job

Health and dental cover

£700 learning budget

£100/month health & wellness allowance

£500 home office budget

26 weeks paid parental leave

18 weeks paid secondary parental leave

Fertility support £7,000

Work from anywhere 4 weeks/year

Equity

Job summary

Heidi is hiring a Support Engineer to diagnose, resolve, and prevent complex issues in our AI-powered healthcare product. Your work impacts reliability, trust, and our ability to scale safely in clinical environments.

You will own issues end-to-end, collaborate with engineering, and help clinicians by delivering precise, empathetic support and rapid resolutions. This role suits someone who thrives in a fast-paced startup and loves solving tough technical problems.

Qualifications

• 2+ years’ experience in a support engineer role.
• Thrives in a fast-paced startup environment and collaborates with an international team.
• Strong problem-solving skills and ability to learn quickly.
• Excellent customer focus and enjoyment helping customers.
• Excellent communication, able to explain technical concepts to non-technical users.
• Understanding of web development: Python, React, Node, FastAPI and MongoDB.

Responsibilities

• Act as escalation point for complex or high-impact issues.
• Become a product expert and understand how Heidi is used in clinical contexts.
• Provide exceptional technical support by understanding customer needs and communicating clearly.
• Perform in-depth analysis and debugging of technical issues with sound judgment.
• Own customer issues from first contact to resolution within SLAs.
• Collaborate with engineering/product teams to reproduce and resolve problems.
• Monitor server health, system status and bug reports to mitigate impact.
• Identify systemic issues and contribute to tooling and process improvements.

Skills

2+ years exp

Startup vibe

Problem solving

Customer focus

Communication skills

Web development basics

Tools

Python

React

Node

FastAPI

MongoDB

Job description

Heidi is hiring a Support Engineer to diagnose, resolve, and prevent complex issues in our AI-powered healthcare product. Your work impacts reliability, trust, and our ability to scale safely in clinical environments.

You will own issues end-to-end, collaborate with engineering, and help clinicians by delivering precise, empathetic support and rapid resolutions. This role suits someone who thrives in a fast-paced startup and loves solving tough technical problems.