About the role
Heidi AI is a healthcare-focused company developing an AI Care Partner to assist clinicians in providing continuous and human-centered care. The team comprises professionals from various fields including medicine, engineering, and design, working together to create impactful healthcare tools. The company has rapidly expanded its global reach, supporting millions of patient visits weekly and partnering with leading health systems across multiple countries.
The Customer Support Engineer role is based on-site in New York and involves diagnosing, troubleshooting, and resolving complex technical issues related to Heidi's AI healthcare products. The engineer will serve as a key escalation point, develop deep product knowledge, and collaborate with engineering teams to ensure high-quality support and system reliability in critical clinical environments.
Candidates should have over two years of support engineering experience, strong problem-solving skills, and a customer-centric approach. Familiarity with web development technologies such as Python, React, Node, FastAPI, and MongoDB is preferred. The role offers ownership of customer issues from start to finish, with opportunities to improve support processes and contribute to product stability, all within a fast-paced startup setting.