Support Engineering Lead — Scale Healthcare AI

Blackbird Ventures Pty; Greater London; On-site; GBP 90,000 - 120,000; 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)

Equity

Work-from-anywhere weeks (4 per year)

Job summary

Heidi is seeking a Support Engineering Team Lead to drive the engineers at the sharp end of customer problems—investigating, triaging and resolving the hardest issues, and turning signals into durable product improvements. You will lead by example, coaching engineers, improving investigation quality, and building scalable rituals.

As a player-coach, you’ll own queue health, SLAs, and escalation quality, partnering with Product and Engineering to resolve issues quickly and scale reliability.

Qualifications

• Experience leading or mentoring engineers — formal management or strong tech-lead / player-coach experience.
• Strong technical troubleshooting ability: reading logs/traces, querying data, and navigating a production codebase.
• Excellent written communication — translate messy customer problems into clear technical narratives.

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.

Skills

Leadership

Troubleshooting

Mentoring engineers

Technical communication

Ownership

Reliability mindset

Datadog

Tools

Datadog

Job description

Heidi is seeking a Support Engineering Team Lead to drive the engineers at the sharp end of customer problems—investigating, triaging and resolving the hardest issues, and turning signals into durable product improvements. You will lead by example, coaching engineers, improving investigation quality, and building scalable rituals.

As a player-coach, you’ll own queue health, SLAs, and escalation quality, partnering with Product and Engineering to resolve issues quickly and scale reliability.