About the role
At Heidi AI, the Customer Support Engineer works within the Customer Experience team to ensure the reliability of their AI healthcare platform. The role involves diagnosing complex technical issues, collaborating with engineering and product teams, and providing high-quality support to clinicians using the system in real-world settings. The engineer will develop deep product knowledge and handle customer escalations, contributing to the platform's stability and trustworthiness.
Daily tasks include analyzing and debugging technical problems, monitoring system health, and documenting issues for escalation. The support engineer owns customer issues from start to finish, ensuring timely resolution and effective communication. They also identify systemic issues and suggest improvements to support scalability and reliability, working in a fast-paced, international environment with a focus on healthcare impact.
Candidates should have over two years of support engineering experience, strong problem-solving skills, and excellent communication abilities. Familiarity with web development technologies like Python, React, Node, FastAPI, and MongoDB is required. The role is full-time, hybrid, and based in London, with a focus on supporting clinicians and health systems through technical expertise.