Hybrid Customer Support Engineer

at Heidi Health

• Job title: Customer Support Engineer
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: MongoDB, Node.js, Python, React
• Location requirements: Hybrid, Sydney, Australia

About the role

• Support Engineer at Heidi Health addressing complex technical customer issues in AI-driven healthcare. Collaborate with teams while ensuring customer satisfaction and product reliability.

Responsibilities

• 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 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.

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.

Benefits

• 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!