Customer Support Engineer

Heidi Health

Support Engineer resolving complex technical issues for an AI healthcare product. Collaborating with engineering teams to enhance reliability and customer confidence in clinical environments.

Posted 6/5/2026full-time🇮🇪 IrelandJuniorMid-LevelWebsite

Tech Stack

Tools & technologies

MongoDBNode.jsPythonReact

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

Comprehensive private medical and dental cover through Bupa
24/7 mental health, coaching and wellbeing support through Sonder
£100/month Healthy Heidi’s stipend
Global parental leave. 26 weeks paid for primary carers and 18 weeks for secondary carers, subject to eligibility.
Fertility support. £7,000 one-off payment, eligibility applies.
£700 per year for courses, books, memberships, conferences and more.
£500 one-off to set up a workspace you actually want to work in.
Recharge days after major milestones and busy periods so you can reset and come back strong.
Work from anywhere for up to 4 weeks per year, wherever the world takes you.
Clinical leave. 10 days per year for eligible clinical roles to maintain accreditation and requirements.
Flexibility that works. A hybrid environment, with 3 days in the office.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

technical supportproblem-solvinganalysisdebuggingweb developmentPythonReactNodeFastAPIMongoDB

Soft Skills

customer focuscommunicationcollaborationcritical thinkingempathyproactivityadaptabilityattention to detailtime managementteamwork