Customer Support Engineer - UK

Who is 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?

About Your Role

As a Support Engineer at Heidi Health, you’ll apply deep technical expertise to diagnose, resolve, and prevent complex issues in our AI-powered healthcare product.

Your work directly impacts product reliability, customer trust, and Heidi’s ability to scale safely in high-stakes clinical environments. By owning technical issues end-to-end and partnering closely with engineering and product teams, you’ll play a critical role in supporting clinicians, improving patient care, and contributing to the long-term success of our company.

What You’ll Do:

• Act as a direct point of contact for customers on complex or technical issues via chat, email, and phone, particularly for escalated or high-impact cases.

• Become a product expert, developing a deep understanding of how Heidi works and how customers use it in real-world clinical contexts.

• Provide exceptional technical support by clearly understanding customer needs, communicating effectively, and resolving issues accurately and efficiently.

• Perform in-depth analysis and debugging of complex technical issues, applying sound judgment and care in high-trust healthcare environments.

• Own customer issues from initial contact through to resolution, ensuring timely, accurate responses within agreed service levels.

• Collaborate closely with engineering and product teams to understand, reproduce, and resolve complex technical problems - ensuring escalations are clearly documented well-scoped, and aligned with customer impact.

• Monitor server health, system status, and bug reports, taking immediate action to mitigate impact, escalate critical issues, and prevent recurring problems.

• Proactively identify systemic or recurring issues and contribute to improvements across tooling, processes, and systems that increase product reliability, support efficiency, and the team’s ability to scale, including helping identify and address recurring issues.

Who You Are:

• 2+ years’ experience in a support engineer role.

• A proactive individual who thrives in a fast-paced startup environment and enjoys collaborating with an international team dedicated to building impactful AI experiences.

• Strong problem-solving skills with the ability to think critically and learn on the fly.

• Strong customer focus - you excel at and genuinely enjoy helping customers.

• Excellent communication skills, including the ability to question, clarify, empathise, use appropriate tone and the ability to explain technical concepts to non-technical users in a clear, empathetic manner.

• Understanding of web development, with some experience using Python, React, Node, FastAPI, and MongoDB.

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.

Our mission is clear: expand the world’s capacity to care, and do it without losing the humanity that makes care worth delivering.

Why join Heidi Health?

• Real product momentum. We're not trying to generate interest, we're channeling it.

• Equity from day one. When Heidi wins, you win. You'll share directly in the success you help create.

• Unmatched impact. Play a pivotal role at a critical growth moment - working on a product that delivers tangible, real-world value to clinicians and patients every day.

• Work alongside world-class talent. Join a team of operators and builders who've scaled unicorns.

• Your health, covered. Comprehensive private medical and dental cover through Bupa, plus 24/7 mental health, coaching and wellbeing support through Sonder and a £100/month Healthy Heidi’s stipend.

• Global parental leave. 26 weeks paid for primary carers and 18 weeks for secondary carers, subject to eligibility.

• Fertility support. £7,000 one-off payment, eligibility applies.

• Learning & development. £700 per year for courses, books, memberships, conferences and more.

• Home office budget. £500 one-off to set up a workspace you actually want to work in.

• Recharge days after major milestones and busy periods so you can reset and come back strong.

• Work from anywhere for up to 4 weeks per year, wherever the world takes you.

• Clinical leave. 10 days per year for eligible clinical roles to maintain accreditation and requirements.

• Flexibility that works. A hybrid environment, with 3 days in the office.

Heidi’s commitment to Diversity, Equity and Inclusion

Heidi is dedicated to creating an equitable, inclusive, and supportive work environment that brings people together from diverse backgrounds, experiences, and perspectives. Our strength is in our differences. We're proud to be an equal opportunity employer and are proud to welcome all applicants as we're committed to promoting a culture of opportunity for all.