Heidi Health

DevOps Engineer

• Build and improve compute platforms (VMs, scale sets, AKS, container runtimes)
• Implement and enhance Azure networking components (VNets, peering, Private Endpoints, DNS, load balancing)
• Contribute to secure and scalable network topologies across environments
• Implement agreed platform patterns and standards for compute and networking
• Deliver platform infrastructure using Infrastructure as Code (Terraform preferred; Bicep/ARM acceptable)
• Improve automation and CI/CD pipelines for platform changes
• Work with senior engineers to improve reliability, performance, and cost efficiency
• Participate in incident response and post-incident improvements
• Work alongside senior platform engineers and architects on design and rollout
• Support application teams consuming compute and networking capabilities
• Contribute documentation, examples, and runbooks
• Provide pragmatic feedback to help evolve platform standards over time response, and SLO ownership.

Senior DevOps Engineer, Azure

People Operations

• Own and continuously improve our Talent Acquisition (TA) Application Tracking Systems (ATS), ensuring best-in-class functionality, data integrity, globally compliant and best in class user experience for all
• Act as the primary system administrator for People Tech systems—including our TA platforms and future HR technology stack—delivering seamless integrations and process automation
• Drive projects focused on first-in-class recruitment operations, reporting, and tech optimisation to deliver data-driven insights for the People team
• Lead and/or support change management initiatives, ensuring new TA or People Tech processes are adopted and enabling successfully across the business
• Partner with stakeholders to understand hiring needs, delivering solutions that scale with growth, optimise candidate experience, and enable better hiring decisions
• Identify opportunities for system and process enhancement and champion initiatives to improve the effectiveness and efficiency of both internal and external users
• Collaborate with cross-functional teams—including IT, Legal, People & Culture, Security, hiring teams, and external vendors—to deliver key system and process improvements

People System & Operations Specialist

Customer Support

• Lead and support Customer Support Agents in day-to-day operations, providing real-time guidance during live customer interactions and stepping into the queue or handling complex or sensitive escalations as needed.
• Conduct regular 1:1s and contribute to team meetings to coach agents on communication, judgment, and case handling, supporting ongoing learning and development.
• Review customer interactions - including DSAT tickets, reopens, and complex cases to identify coaching opportunities and reinforce best practices.
• Assess agent performance against expectations and competencies, contributing input to performance reviews and development planning.
• Participate in the recruitment and onboarding of new support agents, including conducting interviews, providing structured feedback, and supporting new hires to ramp effectively and feel supported.
• Monitor live ticket queues, volumes, and coverage to ensure timely responses and smooth flow of work across shifts.
• Track and interpret key business metrics (e.g. CSAT, response times, resolution rates), surfacing weekly insights and action points to Support Leadership.
• Ensure consistent application of existing processes and SOPs, supporting agents in prioritising, escalating, and applying sound judgment in edge cases.
• Contribute to the creation and ongoing improvement of support SOPs by providing frontline insights, identifying gaps or edge cases, and partnering with enablement to ensure guidance is clear, practical, and effective.
• Foster a positive, supportive team environment that promotes engagement, psychological safety, and high standards of care.
• Recognise strong performance, support agents through challenges, and address signs of burnout or disengagement early.
• Surface recurring issues, risks, and operational challenges to Support Leadership with clear examples and context.
• Partner with peers to ensure a consistent, high-quality customer experience across shifts and regions.

Team Lead, Customer Support Agent

• Act as the first point of contact for customer queries via chat, email, and phone, providing timely, professional, and reassuring support.
• Develop a strong understanding of how Heidi works and how customers use it in real-world clinical contexts, enabling accurate and relevant guidance.
• Manage customer support cases from first contact through investigation, resolution, or through cross-functional escalation, ensuring issues progress efficiently and effectively.
• Deliver clear, calm, and empathetic communication, particularly when customers are frustrated, uncertain, or working in time-sensitive clinical environments.
• Diagnose and troubleshoot product or usage issues using structured thinking and sound judgment, balancing speed, accuracy, and care.
• Follow established support processes and SOPs, applying judgment in edge cases to ensure safe, consistent, and high-quality customer outcomes.
• Efficiently escalate complex or technical issues with clear context, documentation, and reproduction steps, transferring ownership to enable timely resolution.
• Contribute to continuous improvement by reviewing resolved cases, identifying recurring questions, sharing insights with internal teams.

Customer Support Agent

Medical Director

• Shape Heidi’s regional strategy and market-entry approach in partnership with global leadership.
• Identify system-level opportunities, care-model transformation initiatives, and high-value partnerships.
• Build and maintain executive-level relationships across ministries, regulators, health authorities, hospital networks, and clinical leadership.
• Convert strategic discussions into pilots, structured programs, and long-term adoption pathways.
• Represent Heidi’s clinical, operational, and AI capabilities in senior forums.
• Guide the design of use cases, evaluation metrics, governance structures, and clinical integration models.
• Secure high-impact hospital and health system partnerships that establish credibility and unlock scale.
• Negotiate partnership frameworks that balance local context with Heidi’s commercial and operational model.
• Provide senior coverage alongside local operators in key meetings, evaluations, negotiations, and governance reviews.
• Mentor regional sales, partnerships, and implementation teams without displacing them.
• Surface insights on health system structure, procurement processes, clinical governance requirements, and AI policy shifts.
• Advise global leadership on regional risks, opportunities, and strategic inflection points.

Clinical Director

• Shape Heidi’s regional strategy and market-entry approach in partnership with global leadership.
• Identify system-level opportunities, care-model transformation initiatives, and high-value partnerships.
• Build and maintain executive-level relationships across ministries, regulators, health authorities, hospital networks, and clinical leadership.
• Convert strategic discussions into pilots, structured programs, and long-term adoption pathways.
• Represent Heidi’s clinical, operational, and AI capabilities in senior forums.
• Guide the design of use cases, evaluation metrics, governance structures, and clinical integration models.
• Secure high-impact hospital and health system partnerships that establish credibility and unlock scale.
• Negotiate partnership frameworks that balance local context with Heidi’s commercial and operational model.
• Provide senior coverage alongside local operators in key meetings, evaluations, negotiations, and governance reviews.
• Mentor regional sales, partnerships, and implementation teams without displacing them.
• Surfacing insights on health system structure, procurement processes, clinical governance requirements, and AI policy shifts.
• Advise global leadership on regional risks, opportunities, and strategic inflection points.

Product Manager

• Define and own the strategy and roadmap for Permissions Platform, including FGA, ReBAC, configurable roles, and permission primitives.
• Translate how care teams actually collaborate into permission models — understanding registrar/consultant relationships, nursing workflows, and multi-specialty coordination.
• Build platform capabilities that other product teams leverage — creating reusable primitives, not one-off solutions.
• Partner with Engineering on complex infrastructure decisions around data ownership, team segmentation, and access control.
• Balance enterprise compliance requirements (audit trails, data residency, private team segmentation) with product-led growth and usability.
• Work closely with the Collaboration PM to ensure platform capabilities enable the features customers need.
• Maintain direct customer exposure through shadowing and discovery — even as a platform PM, you'll stay grounded in how care teams actually work.

Senior Product Manager, Clinical Workflows – Permissions Platform

Full-stack Engineer

• Lead the development of Heidi’s cross-platform desktop applications using Tauri, Rust, and Next.js, shipping production-grade software on macOS and Windows (Linux a plus).
• Own the end-to-end desktop experience, from system architecture and native integrations to frontend implementation, performance, and long-term maintainability.
• Design and build high-performance Rust components powering real-time audio capture, transcription pipelines, local state management, and secure system interactions.
• Build reliable, well-designed interfaces between Rust backends and web-based frontends, with a strong focus on safety, correctness, and developer experience.
• Improve the reliability and accuracy of core experiences such as real-time transcription, AI-assisted note generation, offline/online sync, and integrations with healthcare systems.
• Design and implement end-to-end (E2E) and integration testing strategies for desktop apps, covering Rust services, frontend interactions, and cross-process communication.
• Actively leverage AI-assisted development workflows to accelerate design, implementation, debugging, and testing across the desktop stack.
• Advocate for excellent engineering practices, performance, reliability, and accessibility in desktop applications.
• Collaborate across product, design, ML, and backend teams to deliver features that have a real impact on how healthcare is delivered.
• Contribute to improving Heidi’s desktop engineering ecosystem and culture as the team continues to grow.

Senior DevOps Engineer, Azure

People System & Operations Specialist

Team Lead, Customer Support Agent

Customer Support Agent

Clinical Director

Clinical Director

Senior Product Manager, Clinical Workflows – Permissions Platform

Senior Software Engineer – Desktop App