Technical Support Specialist

black.ai; Philippines; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Learning & development budget ₱15,000/

Health & wellness allowance ₱3,000/mo

Home office budget ₱10,000

Parental leave: 26 weeks primary, 18?s

Fertility support ₱150,000

Work from anywhere 4 weeks/year

Comprehensive HMO coverage for you and

Job summary

Heidi in the Philippines is seeking a Technical Support Specialist to own complex, ambiguous, and difficult issues. You’ll troubleshoot across web, desktop, and mobile, read network traces, and explain findings to time-poor clinicians in plain language.

You’ll collaborate with Customer Support Agents, Team Leads and Support Engineers, handling cases end-to-end, writing clear communications, and contributing to knowledge base improvements while upholding patient-centric standards.

Qualifications

• 2–4+ years of experience in a technical or product support role at a SaaS company.
• Strong independent troubleshooting skills with systematic investigation.
• Experience using Intercom or a similar customer support platform.
• Clear, thoughtful communication with ability to adapt tone for different customers.
• Strong customer focus with judgment to escalate when needed.
• Experience working with clinicians or users in regulated industries is a plus.
• Familiarity with data privacy concepts such as HIPAA and GDPR is a plus.

Responsibilities

• Own and resolve complex technical support cases across Heidi’s core product areas (notes, transcription, sessions, audio performance, integrations, login/authentication, documents, Evidence) and new product surfaces as they launch.
• Diagnose issues across web, desktop, and mobile platforms using tools like Chrome DevTools, logs, permission checks, audio settings, and network traces.
• Troubleshoot authentication, SSO, and integration issues involving SAML, OAuth 2.0, OpenID Connect, Microsoft Entra ID, Okta, APIs, webhooks, and Postman.
• Investigate audio and transcription quality issues and advise on microphone setup, device configuration, and environment noise.
• Explain whether issues relate to audio quality, configuration, or model behavior within Heidi’s AI workflow.
• Manage your own support backlog with discipline, keep cases moving, set expectations, and escalate when deeper investigation is needed.
• Write clear, precise, human customer communications across Intercom, Slack, Zoom, and Loom.
• Create internal escalation notes with context, logs, reproduction steps, and hypotheses.
• Contribute to knowledge base improvements and surface recurring issue patterns for product feedback.

Skills

Technical troubleshooting

Intercom experience

Clear communication

Customer focus

Multiplatform support

Tools

Intercom

Job description

We’re Heidi.

We're building the future of healthcare by giving every clinician the earth's finest AI Care Partner. In just 18 months, our AI products (Scribe, Comms, Evidence, Remote) have absorbed the administrative chaos of 73 million patient visits. Today, we support over 2.5 million patient sessions a week across 190+ countries.

Healthcare systems are failing us; clinicians spend more time on documentation than on patients, and the human connection that makes medicine worth practicing is eroding. Our mission is simple: double the world’s healthcare capacity and strengthen the human connection at its heart.

We found product-market fit with a freemium medical scribe that clinicians love. Now, we're expanding. Every task a clinician hands to Heidi is a patient who feels more attended to, a health system unclogged, and a clinician who gets to be a clinician again.

If you want to build something way bigger than yourself, jump in.

About Your Role

As our Technical Support Specialist, this role sits at the technical heart of our support function. You own the complex, the ambiguous and the difficult. The kind of multi-step troubleshooting that requires you to read a network trace and explain what it means to a time-poor clinician in plain language.

You work alongside a team of Customer Support Agents, Team Leads and Support Engineers, sitting between frontline support and our engineering team. Your customers are clinicians: GPs, specialists, allied health professionals and the practices that support them. They are busy. They trust Heidi deeply. When something breaks during a patient session, the impact is real.

This is a role for people who find technical problems genuinely interesting, who take pride in getting to the bottom of something rather than escalating early, and who care about the quality of the written word. The clinicians you support deserve both.

What You’ll Do:

• Own and resolve complex technical support cases across Heidi’s core product areas, including notes, transcription, sessions, audio performance, integrations, login/authentication, documents, Evidence, and new product surfaces as they launch.

• Diagnose issues across web, desktop, and mobile platforms using tools such as Chrome DevTools, application logs, OS and browser permission checks, audio input settings, and network traces.

• Troubleshoot authentication, SSO, and integration issues involving SAML, OAuth 2.0, OpenID Connect, Microsoft Entra ID, Okta, APIs, webhooks, and Postman.

• Investigate audio and transcription quality issues, helping clinicians resolve microphone setup, device configuration, browser behaviour, environmental noise, session integrity, and telehealth-related capture issues.

• Understand Heidi’s AI workflow from audio capture to transcription and generated notes, and clearly explain whether an issue relates to audio quality, configuration, or model behaviour.

• Manage your own support backlog with discipline, keeping cases moving, setting clear expectations, and escalating to Support Engineering when deeper investigation is needed.

• Write clear, precise, and human customer communications across Intercom, Slack, Zoom, and Loom, with the level of care expected in a clinical context.

• Create clear internal escalation notes with the right context, evidence, reproduction steps, logs, and a specific hypothesis about the issue.

• Contribute to continuous improvement by improving knowledge base content, surfacing recurring issue patterns, sharing product feedback, and using AI tools to improve support quality and documentation.

What You'll Need:

• 2–4+ years of experience in a technical or product support role at a SaaS company, ideally supporting a multi-platform product across web, desktop, and mobile.

• Strong independent troubleshooting skills, with the ability to investigate technical issues systematically rather than rely on scripts.

• Experience using Intercom or a similar customer support platform at an operational level.

• Clear, thoughtful communication skills, with the ability to clarify, empathise, and adapt your tone for different customers and situations.

• A strong customer focus and the judgment to know when to keep investigating, when to elevate, and how to keep customers informed.

• Experience working with clinicians, healthcare professionals, or users in regulated industries is a strong advantage.

• Familiarity with data privacy concepts such as HIPAA and GDPR is a plus.

How we show up

• Build for the next decade, not next quarter. Our targets are outrageous on purpose. The world's health doesn't have the luxury of incrementalism.

• Lead, don't wait. We treat tomorrow's problems today. Sometimes we build what's needed before it's wanted, and we're fine with that.

• Follow the evidence. Trust the patient. We pursue truth relentlessly. But when the subjective and objective disagree, we treat the patient, not the numbers. Ego is a comorbidity we can't afford.

• Own the outcome. Everyone here carries the company. Raise problems with solutions, solve them end-to-end, and never be a bystander.

• Ship, measure, go again. A button today, a workflow tomorrow. More iterations beat better planning. We're precise at pace, not reckless.

• Live in clinicians' reality. Not the ideal workflow, the twenty-patients-before-lunch actual one. We build for exhausted humans, and we'd better be decent ones while we do it.

Why Heidi?

You’ll join a team focused on real-world impact over imaginary valuations and glossy PR. We live and breathe the challenges of modern health systems, and are laser-focused on exacting the change we’d like to see. We’re medicos, engineers, builders, and designers who’ve felt (on every side of the equation) what non-care feels like—the moral and practical toll as a provider or receiver.

Building what we’re building isn’t always easy. But we didn’t choose easy, we chose to build something that actually matters. We hold ourselves to a higher standard because healthcare demands it. If you join Heidi, you recognise that the deeper question isn’t whether AI can solve the global healthcare crisis, but whose hands will shape it. The work is hard, but you will trust and admire the people you work beside, and rest easy knowing you’re doing the defining work of your career.

True A-players progress extremely fast here. The nature of the scale‑up game is

demanding, but we value sustainable performance and mental health. You’re

trusted to perform, and you set your schedule. We operate on outcomes > inputs,

not process theatre. We all take the bins out, metaphorically and literally.

We take care of you.

We offer a ₱15,000 annual learning and development budget, a ₱3,000/month health and wellness allowance, a ₱10,000 home office budget, 26 weeks paid primary parental leave and 18 weeks paid secondary parental leave, fertility support up to ₱150,000, four weeks of work from anywhere per year, and comprehensive HMO coverage for you and up to two dependents.

We chose to open-source our benefits hub, if you care to take a peek.