Customer Support Engineer

Heidi Health Corp.; Ireland; On-site; EUR 45,000 - 65,000; Full time

Job summary

Jobtailor in Ireland is seeking a customer-focused support engineer to act as the primary contact for complex technical issues via chat, email and phone. You will become a product expert on Heidi, understanding real-world clinical usage and delivering precise, timely resolutions.

You will collaborate with engineering and product teams to reproduce and resolve issues, monitor system health, and contribute to reliability improvements in a fast-paced healthcare AI environment.

Qualifications

• 2+ years’ experience in a support engineer role.
• A proactive individual who thrives in a fast-paced startup environment and enjoys collaborating with an international team.
• Strong problem-solving skills with the ability to think critically and learn on the fly.
• Strong customer focus - you excel at and genuinely enjoy helping customers.
• Excellent communication skills, including the ability to question, clarify, empathise, use appropriate tone and the ability to explain technical concepts to non-technical users in a clear, empathetic manner.
• Understanding of web development, with some experience using Python, React, Node, FastAPI, and MongoDB.

Responsibilities

• Act as a direct point of contact for customers on complex or technical issues via chat, email, and phone, particularly for escalated or high-impact cases.
• Become a product expert, developing a deep understanding of how Heidi works and how customers use it in real-world clinical contexts.
• Provide exceptional technical support by clearly understanding customer needs, communicating effectively, and resolving issues accurately and efficiently.
• Perform in-depth analysis and debugging of complex technical issues, applying sound judgment and care in high‑trust healthcare environments.
• Own customer issues from initial contact through to resolution, ensuring timely, accurate responses within agreed service levels.
• Collaborate closely with engineering and product teams to understand, reproduce, and resolve complex technical problems – ensuring escalations are clearly documented, well‑scoped, and aligned with customer impact.
• Monitor server health, system status, and bug reports, taking immediate action to mitigate impact, elevate critical issues, and prevent recurring problems.
• Proactively identify systemic or recurring issues and contribute to improvements across tooling, processes, and systems that increase product reliability, support efficiency, and the team’s ability to scale, including helping identify and address recurring issues.

Skills

2+ years experience

Proactive in startup

Strong problem-solving

Strong customer focus

Excellent communication

Explain technical concepts clearly

Tools

Python

React

Node.js

FastAPI

MongoDB

Job description

Responsibilities

• Act as a direct point of contact for customers on complex or technical issues via chat, email, and phone, particularly for escalated or high-impact cases.
• Become a product expert, developing a deep understanding of how Heidi works and how customers use it in real-world clinical contexts.
• Provide exceptional technical support by clearly understanding customer needs, communicating effectively, and resolving issues accurately and efficiently.
• Perform in-depth analysis and debugging of complex technical issues, applying sound judgment and care in high‑trust healthcare environments.
• Own customer issues from initial contact through to resolution, ensuring timely, accurate responses within agreed service levels.
• Collaborate closely with engineering and product teams to understand, reproduce, and resolve complex technical problems – ensuring escalations are clearly documented, well‑scoped, and aligned with customer impact.
• Monitor server health, system status, and bug reports, taking immediate action to mitigate impact, elevate critical issues, and prevent recurring problems.
• Proactively identify systemic or recurring issues and contribute to improvements across tooling, processes, and systems that increase product reliability, support efficiency, and the team’s ability to scale, including helping identify and address recurring issues.

Requirements

• 2+ years’ experience in a support engineer role.
• A proactive individual who thrives in a fast-paced startup environment and enjoys collaborating with an international team dedicated to building impactful AI experiences.
• Strong problem-solving skills with the ability to think critically and learn on the fly.
• Strong customer focus - you excel at and genuinely enjoy helping customers.
• Excellent communication skills, including the ability to question, clarify, empathise, use appropriate tone and the ability to explain technical concepts to non-technical users in a clear, empathetic manner.
• Understanding of web development, with some experience using Python, React, Node, FastAPI, and MongoDB.