Support Engineer

Who are Heidi?

Heidi is building an AI Care Partner that supports clinicians every step of the way, from documentation to delivery of care.

We exist to double healthcare's capacity while keeping care deeply human. In 18 months, Heidi has returned more than 18 million hours to clinicians and supported over 73 million patient visits. Today, more than two million patient visits each week are powered by Heidi across 116 countries and over 110 languages.

Founded by clinicians, Heidi brings together clinicians, engineers, designers, scientists, creatives, and mathematicians, working with a shared purpose: to strengthen the human connection at the heart of healthcare.

Backed by nearly $100 million in total funding, Heidi is expanding across the USA, UK, Canada, and Europe, partnering with major health systems including the NHS, Beth Israel Lahey Health, MaineGeneral, and Monash Health, among others.

We move quickly where it matters and stay grounded in what's proven, shaping healthcare's next era. 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 the UK market.

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?

Heidi builds for the future of healthcare, not just the next quarter, and our goals are ambitious because the world's health demands it. We believe in progress built through precision, pace, and ownership.

• Live Forever - Every release moves care forward: measured, safe, and built to last. Data guides us, but patients define the truth that matters.

• Practice Ownership - Decisions follow logic and proof, not hierarchy. Exceptional care demands exceptional standards in our work, our thinking, and our character.

• Small Cuts Heal Faster - Stability earns trust, speed delivers impact. Progress is about learning fast without breaking what people depend on.

• Make others better - Feedback is direct, kindness is constant, and excellence lifts everyone. Our success is measured by collective growth, not individual output.

Why you should Join Heidi

• Unmatched impact. The rare chance to help shape and redefine what healthcare looks like.

• Real product momentum. We're not trying to generate interest, we're channeling it.

• Equity from day one. When Heidi wins, you win. You'll share directly in the success you help create.

• Work alongside world-class talent. Learn from some of the best engineers and creatives, joining a diverse team.

• Growth and balance. Enjoy a £500 personal development budget, dedicated wellness days, and your birthday off to recharge.

• Flexibility that works. A hybrid environment, with 2-3 days in the office.

Heidi's commitment to Diversity, Equity and Inclusion

Heidi is dedicated to creating an equitable, inclusive, and supportive work environment that brings people together from diverse backgrounds, experiences, and perspectives. Our strength is in our differences. We're proud to be an equal opportunity employer and are proud to welcome all applicants as we're committed to promoting a culture of opportunity for all.

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