Support Engineer

Heidi Health
Melbourne, Sydney
Workplace: HybridFull timeFunction: Product ManagementExperience: 2+ yearsSkills: ["Problem-solving","Communication","Customer focus","Critical thinking","Collaboration"]

Diagnose, resolve, and prevent complex issues in an AI-powered healthcare product used by clinicians worldwide. You’ll act as an escalation point, become a product expert, and own customer issues end-to-end within service levels. Partnering with engineering and product teams, you’ll debug technical problems, reproduce issues, monitor system health, and help improve tooling and processes to raise reliability and support efficiency.

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Heidi Health
Heidi Health
2 hours ago

Support Engineer

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Source: Company careers pageValidated by: Fursa AI
Last checked: 55 minutes agoStatus: Live

Job Summary

Diagnose, resolve, and prevent complex issues in an AI-powered healthcare product used by clinicians worldwide. You’ll act as an escalation point, become a product expert, and own customer issues end-to-end within service levels. Partnering with engineering and product teams, you’ll debug technical problems, reproduce issues, monitor system health, and help improve tooling and processes to raise reliability and support efficiency.
Location: Melbourne, Sydney
Workplace: Hybrid
Employment Type: Full time
Job Function: Product Management
Seniority: Mid level

Key Responsibilities

  • •Serve as an escalation point for complex or technical customer and internal issues, especially high-impact cases.
  • •Become a product expert and provide technical support by understanding customer needs, communicating effectively, and resolving issues accurately.
  • •Perform in-depth analysis and debugging of complex technical problems in high-trust healthcare environments.
  • •Own customer issues end-to-end from initial contact through resolution, ensuring timely, accurate responses within agreed service levels.
  • •Monitor server health and system status, escalate critical issues, proactively identify recurring problems, and collaborate with engineering and product teams to improve tooling and reliability.

Pay and Benefits

Equity and Bonus:Equity
Perks:Learning BudgetWellness StipendHome OfficeParental LeaveRemote WorkEquity

Key Requirements

  • •2+ years’ experience in a support engineer role.
  • •Strong problem-solving skills with the ability to think critically and learn quickly.
  • •Strong customer focus and a genuine desire to help customers.
  • •Excellent communication skills, including explaining technical concepts to non-technical users.
  • •Understanding of web development with some experience using Python, React, Node, FastAPI, and MongoDB.
Experience:2+ yearsHealthcareAI
Skills:Problem-solvingCommunicationCustomer focusCritical thinkingCollaboration
Tech Stack:PythonReactNodeFastAPIMongoDB

Company Brief

Heidi Health
Builds an AI medical scribe and clinical productivity platform that automates documentation, form-filling, and task management to expand clinician capacity across hospitals, GP clinics and specialist services worldwide.
Industry: HealthTech
Company Size: Medium (51 to 250 employees)
Growth: Scaleup
Valuation: USD 250M to 500M
Funding: Series B
Headquarters: Melbourne, Australia
Founded: 2019
Glassdoor
Glassdoor: 4.7
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