Support Engineering Lead: Scale & Improve Healthcare

Heidi; Greater London; Vor Ort; GBP 90.000 - 130.000; Vollzeit

Benefits dieser Stelle

Health and dental cover

£700 annual learning and development预算

£100/month health and wellness budget

£500 home office budget

Parental leave (26 weeks primary)

Zusammenfassung

Heidi is seeking a Support Engineering Team Lead to drive the sharp end of customer issues, triage and resolve complex problems, and turn signals into durable product improvements. You will coach engineers, improve investigation quality, and own queue health, escalation quality, and turnaround times.

You’ll collaborate with Customer Support, Success, Product, and core Engineering to scale reliability. The role demands technical hands-on ability to dive into logs and code, with a bias toward

Qualifikationen

• Strong debugging and troubleshooting using logs/traces to root-cause issues.
• Experience leading or mentoring engineers (tech lead or manager).
• Excellent written communication to translate customer problems into technical narratives.

Aufgaben

• Lead and develop the Support Engineering team; set high investigation standards.
• Own queue health and SLAs; ensure timely resolution of issues.
• Triage reports into well-scoped tickets with clear reproduction steps.
• Investigate hard technical issues across the stack and ship pragmatic fixes.
• Drive durable product improvements by turning signals into runbooks and tooling.

Kenntnisse

Troubleshooting

Leadership

Mentoring

Communication

Ownership

Reliability

Datadog

Tools

Datadog

Jobbeschreibung

Heidi is seeking a Support Engineering Team Lead to drive the sharp end of customer issues, triage and resolve complex problems, and turn signals into durable product improvements. You will coach engineers, improve investigation quality, and own queue health, escalation quality, and turnaround times.

You’ll collaborate with Customer Support, Success, Product, and core Engineering to scale reliability. The role demands technical hands-on ability to dive into logs and code, with a bias toward