Heidi · 1 day ago
Customer Support Engineer | AMER
United States
Full-time
Remote
Entry, Mid Level
2+ years expHeidi Health is a leading healthtech startup focused on reimagining primary care through AI-powered solutions. As a Support Engineer, you will diagnose and resolve complex technical issues, ensuring product reliability and enhancing customer trust in high-stakes clinical environments.
Artificial Intelligence (AI)Business Process Automation (BPA)Health CareSoftware
Responsibilities
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
Qualification
Required
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
Benefits
Additional paid day off for your birthday and wellness days
A generous personal development budget of $500 per annum
Company
Heidi
Heidi is the AI Care Partner designed to expand clinical capacity by automating administrative work – documentation, form filling, and task management - so clinicians can focus on patients.
51-200 employees
H1B Sponsorship
Heidi has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (1)
Funding
Current Stage
Growth StageTotal Funding
$91.55MKey Investors
Point72 VenturesGrow Digital Health Midlands AcceleratorHeadline
2025-10-06Series B· $65M
2025-05-13Non Equity Assistance
2025-03-03Series A· $16.6M
Leadership Team
Thomas Kelly
Co-Founder & CEO
Waleed Mussa
Co-Founder
Recent News
2025-12-26
Startup Daily
2025-12-24
HealthCareIT News
2025-12-10
Company data provided by crunchbase