AI Healthcare Support Engineer — Equity Eligible

Alt; New York (NY); On-site; USD 90,000 - 130,000; Full time

Job summary

Heidi is building an AI Care Partner that helps clinicians deliver safer, more efficient care. As a Customer Support Engineer, you will diagnose, resolve, and prevent complex issues in our AI-powered healthcare product, owning issues end-to-end and collaborating with engineering and product teams.

You will become a product expert, understand real-world clinical usage, and apply deep technical knowledge to improve reliability and customer trust in high-stakes environments.

Qualifications

• 2+ years’ experience in a support engineer role.
• Proactive in a fast-paced startup environment and able to collaborate with an international team.
• Strong problem-solving and clear communication skills.
• Ability to explain technical concepts to non-technical users.
• Understanding of web development with Python, React, Node, FastAPI and MongoDB.

Responsibilities

• Act as an escalation point for customers and internal team members on complex or technical issues.
• Become a product expert, understanding Heidi’s AI care platform and real-world clinical usage.
• Provide exceptional technical support by understanding customer needs and resolving issues efficiently.
• Perform in-depth analysis and debugging of complex issues in high-trust healthcare environments.
• Own customer issues from initial contact through to resolution within agreed service levels.
• Collaborate with engineering and product teams to reproduce and resolve complex problems; document escalations clearly.
• Monitor server health, system status, and bug reports to mitigate impact and prevent recurring issues.
• Identify systemic issues and contribute to improvements across tooling, processes, and systems.

Skills

Customer support

Problem solving

Communication

Technical troubleshooting

Cross-functional collaboration

Tools

Python

React

Node.js

FastAPI

MongoDB

Job description

Heidi is building an AI Care Partner that helps clinicians deliver safer, more efficient care. As a Customer Support Engineer, you will diagnose, resolve, and prevent complex issues in our AI-powered healthcare product, owning issues end-to-end and collaborating with engineering and product teams.

You will become a product expert, understand real-world clinical usage, and apply deep technical knowledge to improve reliability and customer trust in high-stakes environments.