Technical Support Specialist

Heidi Health
Philippines
Workplace: RemoteFull timeFunction: IT Support & HelpdeskExperience: 2-4 yearsSkills: ["Communication","Problem-solving","Customer service","Troubleshooting"]

Technical Support Specialist role seated at the technical heart of our support function, owning complex, multi-platform troubleshooting. You’ll diagnose issues across web, desktop, and mobile, handle authentication and integrations, improve knowledge base, and communicate clearly with clinicians to resolve problems end-to-end.

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Heidi Health
Heidi Health
2 months ago

Technical Support Specialist

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Last checked: 51 minutes agoStatus: Live

Job Summary

Technical Support Specialist role seated at the technical heart of our support function, owning complex, multi-platform troubleshooting. You’ll diagnose issues across web, desktop, and mobile, handle authentication and integrations, improve knowledge base, and communicate clearly with clinicians to resolve problems end-to-end.
Location: Philippines
Workplace: Remote
Employment Type: Full time
Job Function: IT Support & Helpdesk

Key Responsibilities

  • •Own and resolve complex technical support cases across Heidi’s core product areas, including notes, transcription, sessions, audio performance, integrations, login/authentication, documents, Evidence, and new product surfaces as they launch.
  • •Diagnose issues across web, desktop, and mobile platforms using tools such as Chrome DevTools, application logs, OS and browser permission checks, audio input settings, and network traces.
  • •Troubleshoot authentication, SSO, and integration issues involving SAML, OAuth 2.0, OpenID Connect, Microsoft Entra ID, Okta, APIs, webhooks, and Postman.
  • •Investigate audio and transcription quality issues, helping clinicians resolve microphone setup, device configuration, browser behaviour, environmental noise, session integrity, and telehealth-related capture issues.
  • •Understand Heidi’s AI workflow from audio capture to transcription and generated notes, and clearly explain whether an issue relates to audio quality, configuration, or model behaviour.

Pay and Benefits

Perks:Learning BudgetHome Office

Key Requirements

  • •2–4+ years of experience in a technical or product support role at a SaaS company, ideally supporting a multi‑platform product across web, desktop, and mobile
  • •Strong independent troubleshooting skills with the ability to investigate technical issues systematically
  • •Experience using Intercom or a similar customer support platform at an operational level
  • •Clear, thoughtful communication skills with the ability to clarify, empathise, and adapt tone for different customers
  • •Familiarity with data privacy concepts such as HIPAA and GDPR is a plus
Experience:2-4 yearsSaaSMultiplatformCustomer support
Skills:CommunicationProblem-solvingCustomer serviceTroubleshooting
Tech Stack:Chrome DevToolsIntercomSlackZoomLoomPostman

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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