Customer Support Engineering Lead - London (Fully Remote)

Heidi; United States; A distancia; USD 150.000 - 210.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Equity

Parental leave

Wellness budget

Remote-first culture

Descripción de la vacante

Heidi is hiring a Lead Support Engineer Manager to lead, coach, and grow a high-ownership team of support engineers. You will own queue health, SLAs, escalations, and metrics, turning trends into systemic fixes and product feedback loops.

You will handle the most complex escalations personally, using logs, traces, and production code to drive resolution. Strong troubleshooting across logs and production systems is essential, as is mentoring engineers and upholding reliability especially in

Formación

• Strong technical troubleshooting across logs, traces, and production codebases.
• Experience leading or mentoring engineers with high ownership.
• Excellent written communication and collaboration skills.

Responsabilidades

• Lead, coach, and grow a team of support engineers.
• Own queue health, SLAs, escalations, and metrics.
• Handle the most complex escalations personally using logs and production code.

Conocimientos

Troubleshooting

Leadership

Communication

Descripción del empleo

• Lead, coach, and grow a team of support engineers, setting high standards for investigation rigour and customer communication.
• Own queue health, SLAs, escalations, and metrics, turning trends into systemic fixes and product feedback loops.
• Handle the most complex escalations personally, using logs, traces, and code to drive resolution.

What you'll need:

• Strong technical troubleshooting ability across logs, traces, and production codebases.
• Experience leading or mentoring engineers with high ownership and excellent written communication.
• Pragmatic approach to reliability and safety, especially in clinical workflows.

Why Heidi:

• We're on a mission to double the world's capacity for care, growing ARR from $1M to $50M in two years.
• We offer serious equity, generous parental leave, wellness budgets, and a remote-first culture with real-world impact.

Heidi

Heidi is building an AI Care Partner for clinicians, helping them focus on patients by removing administrative chaos. With 2.8 million patient sessions weekly across 190+ countries and $340M raised, the company is scaling fast with a high-agency, mission-driven culture.