Team Lead, Support Engineer

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Heidi Health

WebsiteLinkedInAll Job Openings

11 - 50 employees

🤖 Artificial Intelligence

⚕️ Healthcare Insurance

⚡ Productivity

Artificial Intelligence • Healthcare Insurance • Productivity

Heidi Health is an AI-powered medical scribe platform designed for clinicians in various healthcare settings. It helps decrease the time spent on administrative tasks like note-taking, insurance processing, and result finding, thereby allowing clinicians to focus more on patient care. The platform supports multiple types of healthcare professionals including psychologists, dietitians, vets, medical doctors, nurses, and others, leveraging artificial intelligence to enhance efficiency and accuracy in clinical documentation. The goal is to provide an intuitive, efficient tool that integrates seamlessly with healthcare workflows to improve the quality of care and clinician satisfaction. It emphasizes privacy and security, featuring hospital-grade standards to protect sensitive health information.

📋 Description

• Lead and grow the team • Lead, coach, and develop a team of support engineers; set a high standard for investigation rigour and customer communication. • Run the team's operating rhythm: queue triage, standups, case reviews, escalations and 1:1s. • Recruit, onboard, and ramp new support engineers as the function scales across regions. • Provide on-the-spot coaching during live incidents and complex escalations. • Own support engineering operations • Own queue health and SLAs across L2 support; ensure timely, high-quality resolution of customer-reported issues. • Track and report key metrics (response/resolution times, escalation and reopen rates, root-cause categories) and turn them into action. • Handle the most complex or sensitive technical escalations personally. • Triage customer reports into well-scoped tickets with clear reproduction steps, evidence, and impact for core Engineering. • Investigate and resolve hard technical issues • Root-cause customer issues across the stack using logs, traces, and observability (e.g. Datadog), session data, and the codebase. • Ship pragmatic data fixes and tightly-scoped code fixes where appropriate, and partner with Engineering to land deeper fixes. • Use and extend internal tooling to resolve issues safely at scale via permissioned access to internal data and actions. • Turn signal into durable improvement • Spot recurring issues and product pain points; codify "tribal knowledge" into runbooks, checks, and self-serve internal interfaces. • Drive systemic fixes — feed clear, prioritised signals into Product and Engineering and follow them through to resolution. • Maintain and improve internal and customer-facing support content based on real ticket trends.

🎯 Requirements

• Strong technical troubleshooting ability: comfortable reading logs/traces, querying data, and navigating a production codebase to root-cause issues. • Experience leading or mentoring engineers — formal management or strong tech-lead / player-coach experience. • Excellent written communication — you can translate messy customer problems into clear technical narratives for engineers and clear updates for stakeholders. • High ownership: you define success, drive queue and quality outcomes, and deliver without heavy direction. • Pragmatic approach to reliability and safety, especially when actions can affect customers or clinical workflows. • Great-to-haves • Experience in a support engineering / L2–L3 / SRE-adjacent function at a SaaS or HealthTech company. • Familiarity with observability tooling (Datadog), issue trackers (Linear), and support platforms (Intercom). • Experience building or operating internal admin tooling and LLM/agent-enabled workflows (permissioning, guardrails, evaluation). • Bachelor's in Engineering, Computer Science, Maths, or a related field (advantageous, not required).

🏖️ Benefits

• $1,000 annual learning and development budget • $150/month health and wellness allowance • $500 home office budget • 26 weeks paid primary parental leave • 18 weeks paid secondary parental leave • fertility support up to $10,000 • four weeks of work from anywhere per year • serious equity