Support Engineer (US)

As a Support Engineer at Heidi, your main responsibilities will include providing exceptional customer support by understanding and resolving issues efficiently. You will perform in-depth technical analysis of reported problems and collaborate with engineering teams to reproduce and resolve complex issues. Ensuring timely and accurate responses to customer inquiries while fixing product bugs will be key to maintaining high-quality performance and customer satisfaction.

For the Support Engineer position at Heidi, the ideal candidate should possess strong communication skills and a customer-centric mindset. Some experience with technologies like Python, React, Node, FastAPI, and MongoDB is often preferred. Having at least 2+ years of experience in a support engineer role is also beneficial, as it allows you to understand the dynamics of technical support in a startup environment.

Heidi is dedicated to the professional development of its Support Engineers, offering a personal development budget of $500 per annum. This allows team members to invest in workshops, courses, or any resource that can enhance their skills. Additionally, the opportunity to collaborate with world-class engineers and creatives contributes significantly to personal growth and learning.

At Heidi, Support Engineers can expect a dynamic and collaborative work environment that thrives on innovative thinking and fast-paced problem-solving. The culture encourages setting ambitious goals, flat hierarchies, and prioritizing the truth over rank, which fosters a strong sense of community and camaraderie among team members.

Working as a Support Engineer at Heidi places you at the forefront of technological innovation in healthcare. Your contributions will impact the quality of care delivered to patients by resolving technical challenges that directly influence the performance of AI systems. This role provides a unique opportunity to be part of a mission that aims to enhance patient care on a global scale.

When answering this question, focus on specific examples that highlight your experience in customer support. Discuss how you handle customer inquiries, resolve issues, and your approach to ensuring customer satisfaction. Link your experience to the role at Heidi by mentioning how it aligns with the company's mission to provide exceptional care.

In your response, emphasize the importance of assessing the impact of each issue on customer satisfaction. Discuss your typical approach to triaging problems and how effective communication with customers and team members helps you manage priorities efficiently.

Here, you should share your skills related to the tech stack mentioned in the job description. Explain your experience with languages and frameworks like Python, React, Node, and MongoDB, and how these skills will help you troubleshoot and resolve technical challenges effectively. Be specific about projects you’ve worked on.

Discuss your approach to empathy and active listening when dealing with difficult customers. Share an example where you successfully de-escalated a situation, focusing on how you kept the customer informed and worked towards a solution to enhance their experience.

In your response, align your career goals with Heidi's mission. Express enthusiasm for using technology to improve healthcare and mention specific aspects of the company culture or initiatives that resonate with you. Demonstrating genuine interest will show your fit for the team.

Discuss your habits for continuous learning, such as following industry blogs, attending webinars, and participating in technical communities. Emphasize how staying updated contributes to your effectiveness as a Support Engineer in adapting to new challenges.

Provide a specific situation where you worked with members from different teams, like engineering and product. Focus on your communication skills and how collaborative efforts led to a successful resolution, emphasizing the importance of teamwork.

Your answer should convey honesty and transparency. Discuss the importance of keeping customers informed, escalating the issue if necessary, and how you would work on a solution while ensuring the customer feels supported during the process.

Focus on clarity and empathy in your response. Describe your strategy of using simple language, analogies, or visual aids to help non-technical users understand. Share a specific example that showcases your effective communication skills.

Identify potential challenges, like dealing with high-pressure situations and managing expectations. Discuss your coping strategies, such as staying organized, maintaining open communication, and prioritizing self-care to prevent burnout.