Support Engineer

Experience Level: Mid Level | Posted Date: 15/04/2025

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Description

Who are Heidi? 

Heidi is on a mission to halve the time it takes to deliver world-class care. 

We believe that by 2050, every clinician will practice with AI systems that free them from administrative burdens and increase the quality and accessibility of care to patients across the world. 

Built for clinicians, by clinicians, at the core of Heidi is its people. We are an eclectic bunch of inventors, builders, scientists, nurses, doctors, mathematicians, designers, creatives, and high-agency executors.

 We achieve in 6 months what it takes our competitors 4 years to do. In just 12 months, 20 million patient consults were supported by Heidi, and we’re now powering more than 1 million consults every week.

With our most recent $16.6MM  round of funding from leading VC firms, we’re geared up to supercharge our ambitious global growth, starting with the US, Canada, UK and Europe - and we need great people like you to get there. Ready for the challenge? 

The Role

As a Support Engineer, you'll leverage your technical expertise to troubleshoot and resolve challenges, contributing to the growth and success of our AI scribe in Australia & NZ.

What you’ll do:

• Provide exceptional customer support by understanding customer needs, resolving issues efficiently, and ensuring customer satisfaction.

• Perform in-depth analysis of technical issues reported by customers.

• Collaborate with engineering and product teams to understand, reproduce, and resolve complex technical problems.

• Provide timely and accurate responses to customer inquiries, ensuring issues are resolved within agreed service levels.

• Fix product issues and bugs, ensuring high-quality and reliable product performance.

What we will look for:

• Strong communication skills and a customer-centric mindset.

• Ability to explain technical concepts to non-technical users in a clear, empathetic manner.

• Eagerness to contribute to product improvement.

• Some experience with Python, React, Node, FastAPI, MongoDB.

• A proactive person who enjoys a fast paced startup environment, able to collaborate with an international team of like minded individuals dedicated to creating awesome AI experiences in healthcare.

• Ideally 2+ years’ experience in a support engineer role.

What do we believe in?

• We create unconventional solutions to difficult problems and we build them fast. We want you to set impossible goals and make them happen, think landing a rocket but the medical version.

• You'll be surrounded by a world-class team of engineers, medicos and designers to do your best work, inspired by our shared beliefs:

  • We will stop at nothing to improve patient care across the world.

  • We design user experiences for joy and ship them fast.

  • We make decisions in a flat hierarchy that prioritizes the truth over rank.

  • We provide the resources for people to succeed and give them the freedom to do it.

Why you will flourish with us?

• Flexible hybrid working environment, with 3 days in the office.

• Additional paid day off for your birthday and wellness days

• A generous personal development budget of $500 per annum

• Learn from some of the best engineers and creatives, joining a diverse team

• Become an owner, with shares (equity) in the company, if Heidi  wins, we all win

• The rare chance to create a global impact  as you immerse yourself in one of Australia’s leading healthtech startups 

• If you have an impact quickly, the opportunity to fast track your startup career!

Help us reimagine primary care and change the face of healthcare in Australia and then around the world.