Team Lead, Support Engineer

Heidi Health

Support Engineering Team Lead at Heidi driving engineering for technical issue resolution. Building a better healthcare experience through innovative AI solutions.

Posted 6/19/2026full-timeRemote • 🇦🇺 AustraliaSeniorWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

$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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

technical troubleshootingreading logsquerying datanavigating production codebaseroot-cause analysisdata fixescode fixesobservabilityissue trackinginternal tooling

Soft Skills

leadershipcoachingcommunicationownershippragmatic approachmentoringproblem-solvingteam developmentcustomer communicationsystemic thinking

Certifications

Bachelor's in EngineeringBachelor's in Computer ScienceBachelor's in Maths