Customer Support Engineer

Heidi•New York, NY

1d•$85,000 - $95,000

About The Position

As a Customer Support Engineer at Heidi, you’ll apply deep technical expertise to diagnose, resolve, and prevent complex issues in our AI-powered healthcare product. Your work directly impacts product reliability, customer trust, and Heidi’s ability to scale safely in high-stakes clinical environments. By owning technical issues end-to-end and partnering closely with engineering and product teams, you’ll play a critical role in supporting clinicians, improving patient care, and contributing to the long-term success of our company.

Requirements

2+ years’ experience in a support engineer role
A proactive individual who thrives in a fast-paced startup environment and enjoys collaborating with an international team dedicated to building impactful AI experiences
Strong problem-solving skills with the ability to think critically and learn on the fly
Strong customer focus - you excel at and genuinely enjoy helping customers
Excellent communication skills, including the ability to question, clarify, empathise, use appropriate tone and the ability to explain technical concepts to non-technical users in a clear, empathetic manner
Understanding of web development, with some experience using Python, React, Node, FastAPI, and MongoDB

Responsibilities

Act as an escalation point for customers and internal team members on complex or technical issues particularly for escalated or high-impact cases
Become a product expert, developing a deep understanding of how Heidi works and how customers use it in real-world clinical contexts
Provide exceptional technical support by clearly understanding customer needs, communicating effectively, and resolving issues accurately and efficiently
Perform in-depth analysis and debugging of complex technical issues, applying sound judgment and care in high-trust healthcare environments
Own customer issues from initial contact through to resolution, ensuring timely, accurate responses within agreed service levels
Collaborate closely with engineering and product teams to understand, reproduce, and resolve complex technical problems - ensuring escalations are clearly documented, well-scoped, and aligned with customer impact
Monitor server health, system status, and bug reports, taking immediate action to mitigate impact, escalate critical issues, and prevent recurring problems
Proactively identify systemic or recurring issues and contribute to improvements across tooling, processes, and systems that increase product reliability, support efficiency, and the team’s ability to scale, including helping identify and address recurring issues