Senior Support Engineering Lead — Scale & Incidents

Heidi Health Corp.; Greater London; Hybrid; GBP 90,000 - 130,000; Full time

Benefits offered by this job

Health and dental

Learning budget

Wellness allowance

Home office budget

Parental leave

Fertility support

Remote work

Equity

Job summary

Heidi Health Corp. is seeking a Support Engineering Team Lead to drive engineers, triage the hardest issues, and translate signals into product improvements. This role focuses on coaching, escalation management, and end-to-end ownership of queue health and outcomes.

You will work with Customer Support, Customer Success, Product, and core Engineering to resolve issues quickly and scale reliability across our healthcare platform.

Qualifications

• 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.

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 (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

Job description

Heidi Health Corp. is seeking a Support Engineering Team Lead to drive engineers, triage the hardest issues, and translate signals into product improvements. This role focuses on coaching, escalation management, and end-to-end ownership of queue health and outcomes.

You will work with Customer Support, Customer Success, Product, and core Engineering to resolve issues quickly and scale reliability across our healthcare platform.