Customer Support Engineering Lead - London

Heidi Health
London
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Skills: ["Technical troubleshooting","Written communication","Coaching","Systems thinking","High ownership"]

Lead a support engineering team that investigates, triages, and resolves the hardest customer technical issues. Dive into logs, traces, and the production codebase to root-cause problems, then ship pragmatic fixes and drive durable improvements through tooling, runbooks, and automation. Own queue health, SLAs, escalations, and feedback loops into Product and Engineering while partnering with Customer Support, Customer Success, and Sales.

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Heidi Health
Heidi Health
21 hours ago

Customer Support Engineering Lead - London

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Source: Company careers pageValidated by: Fursa AI
Last checked: 11 hours agoStatus: Live

Job Summary

Lead a support engineering team that investigates, triages, and resolves the hardest customer technical issues. Dive into logs, traces, and the production codebase to root-cause problems, then ship pragmatic fixes and drive durable improvements through tooling, runbooks, and automation. Own queue health, SLAs, escalations, and feedback loops into Product and Engineering while partnering with Customer Support, Customer Success, and Sales.
Location: London
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Lead and coach a support engineering team: set standards for investigation rigor and customer communication, and run the team’s operating rhythm.
  • •Own support engineering operations, including queue health, SLAs, key metrics, and personally handle the most complex or sensitive technical escalations.
  • •Root-cause hard technical issues across the stack using logs, traces, and observability (e.g., Datadog), session data, and the codebase.
  • •Triage customer reports into well-scoped tickets with reproduction steps, evidence, and impact for core Engineering.
  • •Turn signals into durable improvement by codifying tribal knowledge into runbooks, checks, and self-serve interfaces, and feeding prioritized fixes back to Product and Engineering.

Pay and Benefits

Equity and Bonus:Equity
Perks:Health InsuranceDentalLearning BudgetHome OfficePaid ParentalFertility SupportWork From

Key Requirements

  • •Strong technical troubleshooting ability, including reading logs/traces, querying data, and navigating a production codebase to root-cause issues.
  • •Experience leading or mentoring engineers, with formal management or strong tech-lead/player-coach experience.
  • •Excellent written communication to translate complex customer problems into clear technical narratives and stakeholder updates.
  • •High ownership: define success and drive queue and quality outcomes without heavy direction.
  • •Pragmatic reliability and safety mindset for actions that can affect customers or clinical workflows.
Skills:Technical troubleshootingWritten communicationCoachingSystems thinkingHigh ownership
Tech Stack:Datadog

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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