Support Engineer (UK)
Who are Heidi?
Heidi is building an AI Care Partner that supports clinicians every step of the way, from documentation to delivery of care.
We exist to double healthcare’s capacity while keeping care deeply human. In 18 months, Heidi has returned more than 18 million hours to clinicians and supported over 73 million patient visits. Today, more than two million patient visits each week are powered by Heidi across 116 countries and over 110 languages.
Founded by clinicians, Heidi brings together clinicians, engineers, designers, scientists, creatives, and mathematicians, working with a shared purpose: to strengthen the human connection at the heart of healthcare.
Backed by nearly $100 million in total funding, Heidi is expanding across the USA, UK, Canada, and Europe, partnering with major health systems including the NHS, Beth Israel Lahey Health, MaineGeneral, and Monash Health, among others.
We move quickly where it matters and stay grounded in what’s proven, shaping healthcare’s next era. Ready for the challenge?
The Role
As a Support Engineer, you'll leverage your technical expertise to troubleshoot and resolve challenges, contributing to the growth and success of our AI scribe in the UK market.
What you’ll do:
Provide exceptional customer support by understanding customer needs, resolving issues efficiently, and ensuring customer satisfaction.
Perform in-depth analysis of technical issues reported by customers.
Collaborate with engineering and product teams to understand, reproduce, and resolve complex technical problems.
Provide timely and accurate responses to customer inquiries, ensuring issues are resolved within agreed service levels.
Fix product issues and bugs, ensuring high-quality and reliable product performance.
What we will look for:
Strong communication skills and a customer-centric mindset.
Ability to explain technical concepts to non-technical users in a clear, empathetic manner.
Eagerness to contribute to product improvement.
Some experience with Python, React, Node, FastAPI, MongoDB.
A proactive person who enjoys a fast paced startup environment, able to collaborate with an international team of like minded individuals dedicated to creating awesome AI experiences in healthcare.
Ideally 2+ years’ experience in a support engineer role.
What do we believe in?
Heidi builds for the future of healthcare, not just the next quarter, and our goals are ambitious because the world’s health demands it. We believe in progress built through precision, pace, and ownership.
Live Forever - Every release moves care forward: measured, safe, and built to last. Data guides us, but patients define the truth that matters.
Practice Ownership - Decisions follow logic and proof, not hierarchy. Exceptional care demands exceptional standards in our work, our thinking, and our character.
Small Cuts Heal Faster - Stability earns trust, speed delivers impact. Progress is about learning fast without breaking what people depend on.
Make others better - Feedback is direct, kindness is constant, and excellence lifts everyone. Our success is measured by collective growth, not individual output.
Why you will flourish with us?
Flexible hybrid working environment with 50/50 split.
Additional paid day off for your birthday and wellness days
Personal L&D budget up to $1,000 p/a
Learn from some of the best engineers and creatives, joining a diverse team
Become an owner, with shares (equity) in the company, if Heidi wins, we all win
The rare chance to create a global impact as you immerse yourself in one of Australia’s leading healthtech startups
If you have an impact quickly, the opportunity to fast track your startup career!
Help us reimagine primary care and change the face of healthcare in Australia and then around the world.