Support Engineering Lead: Build Reliable, Scalable Care

heidihealth.com.au; Greater London; Hybrid; GBP 90,000 - 130,000; Full time

Benefits offered by this job

Health and dental cover

£700 learning budget

£100/month wellness allowance

£500 home office budget

26 weeks parental leave (primary)

18 weeks parental leave (secondary)

Fertility support up to £7,000

Work from anywhere 4 weeks per year

Equity

Job summary

Heidi is seeking a Support Engineering Team Lead in the UK to drive a high-agency, player-coach team. You will investigate, triage, and resolve the hardest technical issues, while turning signals into durable product and tooling improvements.

This role requires leading engineers, coaching on investigation quality, and building durable team rituals. You will own queue health, SLAs, and collaborate with Product and Engineering to deliver reliable support at scale.

Qualifications

• Strong technical troubleshooting ability: read logs/traces and navigate a production codebase to root-cause issues.
• 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 — translate messy customer problems into clear technical narratives for engineers and 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 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.

Skills

Technical troubleshooting

Team leadership

Incident management

Clear communication

Ownership mindset

Reliability focus

Tools

Datadog

Job description

Heidi is seeking a Support Engineering Team Lead in the UK to drive a high-agency, player-coach team. You will investigate, triage, and resolve the hardest technical issues, while turning signals into durable product and tooling improvements.

This role requires leading engineers, coaching on investigation quality, and building durable team rituals. You will own queue health, SLAs, and collaborate with Product and Engineering to deliver reliable support at scale.