Customer Support Engineer - London

Heidi Health
London
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Skills: ["Problem-solving","Critical thinking","Customer focus","Communication","Collaboration"]

Serve as an escalation point and technical support expert for Heidi’s AI healthcare product, owning customer issues end-to-end from first contact through resolution. Become a product expert, diagnose and debug complex problems, and partner with engineering and product teams to reproduce and fix issues. Monitor system health, mitigate incidents, and help prevent recurring failures through tooling, process, and reliability improvements.

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Heidi Health
Heidi Health
21 hours ago

Customer Support Engineer - London

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

Job Summary

Serve as an escalation point and technical support expert for Heidi’s AI healthcare product, owning customer issues end-to-end from first contact through resolution. Become a product expert, diagnose and debug complex problems, and partner with engineering and product teams to reproduce and fix issues. Monitor system health, mitigate incidents, and help prevent recurring failures through tooling, process, and reliability improvements.
Location: London
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Act as an escalation point for complex or technical customer and internal issues, particularly for high-impact cases.
  • •Provide exceptional technical support by understanding customer needs, communicating clearly, and resolving issues accurately and efficiently.
  • •Perform in-depth analysis and debugging of complex technical issues in high-trust healthcare environments.
  • •Own customer issues from initial contact through resolution, ensuring timely and accurate responses within service levels.
  • •Monitor server health and system status, mitigate impact, escalate critical issues, and help prevent recurring problems through tooling and process improvements.

Pay and Benefits

Equity and Bonus:Equity
Perks:Health InsuranceDentalLearning BudgetWellness StipendHome OfficeParental LeaveFertility SupportWork FromEquity

Key Requirements

  • •2+ years’ experience in a support engineer role.
  • •Proactive mindset that thrives in a fast-paced startup environment and collaborates with an international team.
  • •Strong problem-solving skills, critical thinking, and ability to learn quickly.
  • •Strong customer focus with a genuine enjoyment of helping customers.
  • •Understanding of web development, with experience using Python, React, Node, FastAPI, and MongoDB.
Experience:AIHealthcare
Skills:Problem-solvingCritical thinkingCustomer focusCommunicationCollaboration
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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