Heidi Health
Tech / AI / Software
CustomerSupportEngineer
Neural analysis suggests this role is
optimal for Mid candidates.
“Customer Support Engineer at Heidi Health. Skills: technical expertise, diagnose, resolve, and prevent complex issues, technical support, debugging, collaboration with engineering and product teams. Act as a direct point of contact for customers on complex or technical issues via chat, email, and phone, 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”
What You'll Achieve.
impact product reliability, customer trust, and Heidi’s ability to scale safely in high-stakes clinical environments; contributing to the long-term success of our company; resolving issues accurately and efficiently; ensuring timely, accurate responses within agreed service levels; increase product reliability, support efficiency, and the team’s ability to scale
Industry & Context.
problem-solving skills; think critically; diagnose, resolve, and prevent complex issues; Perform in-depth analysis and debugging of complex technical issues
What They're Looking For.
Must Have
2+ years’ experience in a support engineer role, problem-solving skills, customer focus, Excellent communication skills, Understanding of web development, some experience using Python, React, Node, FastAPI, and MongoDB
Nice to Have
opportunity to fast track your startup career
What You'll Do.
Act as a direct point of contact for customers on complex or technical issues via chat
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
accurate responses within agreed service levels
Monitor server health
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
and systems that increase product reliability
and the team’s ability to scale
including helping identify and address recurring issues
How You'll Work.
Team & Collaboration
partnering closely with engineering and product teams; 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; collaborating with an international team
Communication Scope
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
Full Job Description
WHY JOIN HEIDI HEALTH? 🧘♂️ 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 🌏 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. ABOUT YOUR ROLE As a Support Engineer at Heidi Health, 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. WHAT YOU’LL DO: - Act as a direct point of contact for customers on complex or technical issues via chat, email, and phone, 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
Applying for this Customer Support Engineer role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
How to Apply on Ashby
- Ashby is a fast modern ATS — most applications take under 3 minutes.
- The resume parser is strong; verify parsed experience dates and job titles.
- Custom screening questions are often scored algorithmically — answer completely.
- Location field affects geo-based screening; use your actual metro area.
ANONYMOUS · UNFILTERED
What do employees actually say about Heidi Health?
Real rants from real employees. Read before you apply.