At Heidi AI, the Customer Support Engineering Lead is part of the Customer Experience team, focusing on resolving complex technical issues faced by users of their healthcare AI platform. The role involves leading a support engineering team, managing operations, and ensuring high-quality, timely resolutions. The team collaborates closely with product and engineering departments to improve system reliability and customer satisfaction in a hybrid work setting in London.
The candidate will be responsible for coaching engineers, managing queue health, and handling escalations. They will investigate customer problems using logs, traces, and code, and implement systemic improvements through tooling and documentation. The role demands strong technical troubleshooting skills, ownership, and the ability to communicate clearly with both technical teams and stakeholders.
This is a full-time, hybrid position requiring experience in support engineering or a similar technical leadership role. The ideal candidate should be adept at root-cause analysis, system thinking, and driving product improvements. The role offers an opportunity to impact healthcare technology at scale, working in a mission-driven environment that values innovation, ownership, and continuous improvement.