AI Healthcare Support Engineer | Equity & Learning Budget

Heidi; New York (NY); Remote; USD 80,000 - 110,000; Full time

Benefits offered by this job

Equity

Health benefits

Dental

Vision

401k match

Learning budget

Home office budget

Recharge days

Job summary

Heidi is seeking a Customer Support Engineer to diagnose, resolve, and prevent complex issues in our AI-powered healthcare product. You’ll own technical issues end-to-end and partner with engineering and product teams to support clinicians and scale safely in high-stakes environments.

You will become a product expert, communicate clearly with customers, and help maintain reliability in a fast-paced startup. This role offers international collaboration and growth opportunities within Heidi.

Qualifications

• 2+ years' experience in a support engineer role.
• Ability to translate technical concepts for non-technical users.
• Familiarity with healthcare or regulated environments is a plus.

Responsibilities

• Act as escalation point for complex/technical issues.
• Become a product expert and understand real-world clinical use.
• Provide exceptional technical support with clear communication.
• Analyze and debug complex issues with sound judgment.
• Own issues from contact to resolution within SLAs.
• Collaborate with engineering to reproduce and resolve problems.
• Monitor server health and bug reports to prevent recurrence.

Skills

Communication

Problem solving

Team collaboration

Tools

Python

React

Node.js

FastAPI

MongoDB

Job description

Heidi is seeking a Customer Support Engineer to diagnose, resolve, and prevent complex issues in our AI-powered healthcare product. You’ll own technical issues end-to-end and partner with engineering and product teams to support clinicians and scale safely in high-stakes environments.

You will become a product expert, communicate clearly with customers, and help maintain reliability in a fast-paced startup. This role offers international collaboration and growth opportunities within Heidi.