Support Engineering Lead — Drive Scalable Reliability & Impact

Health Data Innovations, Inc.; Greater London; Hybrid; GBP 90,000 - 130,000; Full time

Benefits offered by this job

Health and dental cover

Learning budget £700

Wellness allowance £100/month

Home office budget £500

Parental leave 26 weeks

Job summary

Heidi Health Corp. in London is seeking a Support Engineering Team Lead to drive the engineers at the sharp end of customer problems, triaging and resolving the hardest issues while turning signals into durable product improvements.

This high-agency, player-coach role requires coaching engineers, raising investigation quality, and building scalable runbooks and tooling. You’ll partner with Support, Success, Product, and Engineering to keep Heidi reliable at scale.

Qualifications

• Strong technical troubleshooting ability: read logs/traces and root-cause issues.
• Experience leading or mentoring engineers.
• Excellent written communication for engineers and stakeholders.
• High ownership: drive queue and quality outcomes.
• Pragmatic approach to reliability and safety.
• Romantic streak about software.

Responsibilities

• Lead, coach, and develop a team of support engineers.
• Run the team's operating rhythm: queue triage, standups, case reviews, escalations and 1:1s.
• Recruit, onboard, and ramp new support engineers across regions.
• Provide on-the-spot coaching during live incidents and complex escalations.
• Own queue health and SLAs across L2 support; ensure timely resolution.
• Track metrics and turn them into action; report findings.
• Handle the most complex or sensitive escalations personally.
• Triage reports into well-scoped tickets with reproduction steps and impact.
• Collaborate with Customer Success and Sales to identify customer pain points.
• Root-cause issues across the stack using logs, traces, and codebase.
• Ship data fixes and code fixes; extend internal tooling.

Skills

Technical troubleshooting

Engineering leadership

Written communication

Ownership

Reliability and safety

Software passion

Tools

Datadog

Job description

Heidi Health Corp. in London is seeking a Support Engineering Team Lead to drive the engineers at the sharp end of customer problems, triaging and resolving the hardest issues while turning signals into durable product improvements.

This high-agency, player-coach role requires coaching engineers, raising investigation quality, and building scalable runbooks and tooling. You’ll partner with Support, Success, Product, and Engineering to keep Heidi reliable at scale.