Technical Support Specialist

Heidi Health

Technical Support Specialist resolving complex technical support cases for healthcare-focused AI company. Collaborating with clinicians on issues during patient sessions.

Posted 6/19/2026full-timeRemote • 🇵🇭 PhilippinesJuniorMid-LevelWebsite

About the role

Key responsibilities & impact

Own and resolve complex technical support cases across Heidi’s core product areas, including notes, transcription, sessions, audio performance, integrations, login/authentication, documents, Evidence, and new product surfaces as they launch.
Diagnose issues across web, desktop, and mobile platforms using tools such as Chrome DevTools, application logs, OS and browser permission checks, audio input settings, and network traces.
Troubleshoot authentication, SSO, and integration issues involving SAML, OAuth 2.0, OpenID Connect, Microsoft Entra ID, Okta, APIs, webhooks, and Postman.
Investigate audio and transcription quality issues, helping clinicians resolve microphone setup, device configuration, browser behaviour, environmental noise, session integrity, and telehealth-related capture issues.
Understand Heidi’s AI workflow from audio capture to transcription and generated notes, and clearly explain whether an issue relates to audio quality, configuration, or model behaviour.
Manage your own support backlog with discipline, keeping cases moving, setting clear expectations, and escalating to Support Engineering when deeper investigation is needed.
Write clear, precise, and human customer communications across Intercom, Slack, Zoom, and Loom, with the level of care expected in a clinical context.
Create clear internal escalation notes with the right context, evidence, reproduction steps, logs, and a specific hypothesis about the issue.
Contribute to continuous improvement by improving knowledge base content, surfacing recurring issue patterns, sharing product feedback, and using AI tools to improve support quality and documentation.

Requirements

What you’ll need

2–4+ years of experience in a technical or product support role at a SaaS company, ideally supporting a multi-platform product across web, desktop, and mobile.
Strong independent troubleshooting skills, with the ability to investigate technical issues systematically rather than rely on scripts.
Experience using Intercom or a similar customer support platform at an operational level.
Clear, thoughtful communication skills, with the ability to clarify, empathise, and adapt your tone for different customers and situations.
A strong customer focus and the judgment to know when to keep investigating, when to escalate, and how to keep customers informed.
Experience working with clinicians, healthcare professionals, or users in regulated industries is a strong advantage.
Familiarity with data privacy concepts such as HIPAA and GDPR is a plus.

Benefits

Comp & perks

₱15,000 annual learning and development budget
₱3,000/month health and wellness allowance
₱10,000 home office budget
26 weeks paid primary parental leave
18 weeks paid secondary parental leave
fertility support up to ₱150,000
four weeks of work from anywhere per year
comprehensive HMO coverage for you and up to two dependents

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

troubleshootingtechnical supportaudio performanceintegration issuesSAMLOAuth 2.0OpenID ConnectAPIswebhooksmicrophone setup

Soft Skills

independent troubleshootingclear communicationempathycustomer focusjudgmentadaptabilitydisciplineproblem-solvingcollaborationcontinuous improvement