Support Engineering Lead — Scale Healthcare AI

Heidi; Greater London; Presencial; GBP 90.000 - 120.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

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

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Technical troubleshooting

Mentoring engineers

Written communication

Ownership

Reliability & safety

System thinking

Herramientas

Datadog

Descripción del empleo

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.