AI Healthcare Support Engineer

Heidi; United States; À distance; USD 85 000 - 95 000; Plein temps

Avantages offerts par ce poste

Equity ownership in Heidi

Healthcare, Dental, Vision

401k with 3% match

Healthy Heidi budget $100/mo

Learning & development budget $700/yr

Home office setup budget $500

Recharge days

Résumé du poste

Heidi is seeking a Customer Support Engineer in the United States to diagnose, resolve, and prevent issues in our AI-powered healthcare product. You will own issues end-to-end, partnering with engineering and product teams to ensure reliability in high-stakes clinical environments.

You will become a product expert, understand how customers use Heidi in real-world clinical contexts, and deliver exceptional technical support with clear communication.

Qualifications

• 2+ years in a support engineer role
• Strong problem-solving and critical thinking
• Excellent communication and customer focus
• Ability to explain technical concepts to non-technical users
• Experience with web development stack (Python, React, Node, FastAPI, MongoDB)

Responsabilités

• Act as escalation point for complex issues
• Become a product expert on Heidi and its use in clinical contexts
• Provide exceptional technical support and resolve issues
• Perform in-depth analysis and debugging of complex issues
• Own customer issues from contact to resolution within SLAs
• Collaborate with engineering and product teams to reproduce and resolve problems
• Monitor server health and bug reports, escalating critical issues
• Identify systemic issues and contribute to tooling and process improvements

Connaissances

Support engineer exp

Problem solving

Communication

Customer focus

Explain tech to non-tech

International collaboration

Outils

Python

React

Node.js

FastAPI

MongoDB

Description du poste

Heidi is seeking a Customer Support Engineer in the United States to diagnose, resolve, and prevent issues in our AI-powered healthcare product. You will own issues end-to-end, partnering with engineering and product teams to ensure reliability in high-stakes clinical environments.

You will become a product expert, understand how customers use Heidi in real-world clinical contexts, and deliver exceptional technical support with clear communication.