Heidi AI is developing AI tools to improve healthcare by reducing administrative burdens on clinicians. The company’s product is used globally, supporting millions of patient sessions weekly. The Support Engineer role is part of the Customer Experience team, focusing on resolving complex technical issues to ensure product reliability and customer trust. The team values impactful work and building solutions that address real-world healthcare challenges.
The Support Engineer will handle escalated customer issues, analyze and debug technical problems, and collaborate with engineering and product teams to resolve high-impact cases. They will develop deep expertise in Heidi’s AI healthcare products and communicate effectively with both technical and non-technical users. Monitoring system health and contributing to process improvements are also key responsibilities.
Candidates should have over two years of support engineering experience, strong problem-solving skills, and a customer-focused mindset. Familiarity with web development technologies such as Python, React, Node, FastAPI, and MongoDB is required. The role offers a hybrid work environment in Melbourne or Sydney, with a focus on proactive support and continuous improvement in a fast-paced startup setting.