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Who are Heidi? 

Heidi is on a mission to halve the time it takes to deliver world-class care. 

We believe that by 2050, every clinician will practice with AI systems that free them from administrative burdens and increase the quality and accessibility of care to patients across the world. 

Built for clinicians, by clinicians, at the core of Heidi is its people. We are an eclectic bunch of inventors, builders, scientists, nurses, doctors, mathematicians, designers, creatives, and high-agency executors.

 We achieve in 6 months what it takes our competitors 4 years to do. In just 12 months, 20 million patient consults were supported by Heidi, and we’re now powering more than 1 million consults every week.

With our most recent $16.6MM  round of funding from leading VC firms, we’re geared up to supercharge our ambitious global growth, starting with the US, Canada, UK and Europe - and we need great people like you to get there. Ready for the challenge? 

The Role

As a Support Engineer, you'll leverage your technical expertise to troubleshoot and resolve challenges, contributing to the growth and success of our AI scribe in Australia & NZ.

What you’ll do:

  • Provide exceptional customer support by understanding customer needs, resolving issues efficiently, and ensuring customer satisfaction.

  • Perform in-depth analysis of technical issues reported by customers.

  • Collaborate with engineering and product teams to understand, reproduce, and resolve complex technical problems.

  • Provide timely and accurate responses to customer inquiries, ensuring issues are resolved within agreed service levels.

  • Fix product issues and bugs, ensuring high-quality and reliable product performance.

What we will look for:

  • Strong communication skills and a customer-centric mindset.

  • Ability to explain technical concepts to non-technical users in a clear, empathetic manner.

  • Eagerness to contribute to product improvement.

  • Some experience with Python, React, Node, FastAPI, MongoDB.

  • A proactive person who enjoys a fast paced startup environment, able to collaborate with an international team of like minded individuals dedicated to creating awesome AI experiences in healthcare.

  • Ideally 2+ years’ experience in a support engineer role.

What do we believe in?

  • We create unconventional solutions to difficult problems and we build them fast. We want you to set impossible goals and make them happen, think landing a rocket but the medical version.

  • You'll be surrounded by a world-class team of engineers, medicos and designers to do your best work, inspired by our shared beliefs:

    • We will stop at nothing to improve patient care across the world.

    • We design user experiences for joy and ship them fast.

    • We make decisions in a flat hierarchy that prioritizes the truth over rank.

    • We provide the resources for people to succeed and give them the freedom to do it.

Why you will flourish with us?

  • Flexible hybrid working environment, with 3 days in the office.

  • Additional paid day off for your birthday and wellness days

  • A generous personal development budget of $500 per annum

  • Learn from some of the best engineers and creatives, joining a diverse team

  • Become an owner, with shares (equity) in the company, if Heidi  wins, we all win

  • The rare chance to create a global impact  as you immerse yourself in one of Australia’s leading healthtech startups 

  • If you have an impact quickly, the opportunity to fast track your startup career!

Help us reimagine primary care and change the face of healthcare in Australia and then around the world.

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Average salary estimate

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What You Should Know About Support Engineer, Heidi Health

Introducing the Support Engineer position at Heidi, a pioneering healthtech company on a mission to revolutionize patient care. Based in the heart of Melbourne, we aim to halve the time it takes to deliver world-class healthcare, ensuring clinicians can focus on what truly matters. As part of our talented team of inventors, builders, and creatives, you'll leverage your technical skills to support our AI systems efficiently. Your role will involve providing exceptional customer support by understanding our clients' needs, troubleshooting issues, and ensuring their satisfaction every step of the way. Collaborating with both our engineering and product teams, you'll not only be resolving complex technical problems but also make significant contributions to product improvement. We are looking for someone with strong communication skills who can explain technical concepts to non-technical users and has experience with programming languages such as Python, React, and Node. If you're passionate about creating impactful solutions in a dynamic startup environment, where your contributions towards improving patient care matter tremendously, then the Support Engineer role at Heidi is perfect for you. With a flexible working environment, generous personal development budget, and an opportunity to fast-track your career, come join us in reshaping healthcare for millions around the globe!

Frequently Asked Questions (FAQs) for Support Engineer Role at Heidi Health
What are the responsibilities of a Support Engineer at Heidi?

As a Support Engineer at Heidi, your main responsibilities will include providing exceptional customer support, troubleshooting and resolving technical issues, collaborating with engineering and product teams, and ensuring product reliability. You'll analyze customer-reported issues and deliver timely resolutions to ensure satisfaction.

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What qualifications do I need to apply for the Support Engineer role at Heidi?

Heidi requires candidates for the Support Engineer position to have ideally 2+ years of experience in a similar role, strong communication skills, and a customer-centric mindset. Familiarity with technologies such as Python, React, Node, FastAPI, and MongoDB is also beneficial for the role.

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What type of environment can I expect as a Support Engineer at Heidi?

Heidi offers a flexible hybrid working environment with 3 days in the office, allowing for a healthy work-life balance. As a Support Engineer, you'll join a dynamic team passionate about innovative healthcare solutions in an atmosphere that encourages collaboration and creativity.

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What makes the Support Engineer role at Heidi unique?

The Support Engineer position at Heidi is unique because it combines technical problem-solving with a customer-centric approach in the fast-paced healthtech sector. You’ll work alongside a world-class team dedicated to making a global impact in healthcare, all while fostering an environment of rapid innovation.

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What growth opportunities are available for a Support Engineer at Heidi?

At Heidi, Support Engineers have the opportunity to fast-track their careers by contributing significantly to the company’s success. You may also become an equity owner, which aligns your success with that of the company as you help reimagine primary care in Australia and beyond.

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Common Interview Questions for Support Engineer
Can you explain a challenging technical problem you resolved in a previous support engineer role?

In your answer, focus on a specific problem, detailing the steps you took to analyze and resolve the issue, and emphasize the outcome and customer satisfaction. This will show your technical abilities and customer-focused approach.

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How do you prioritize multiple support tickets?

To answer this, outline a systematic approach you use, such as assessing the severity of each issue, understanding deadlines from customers, and direct communication with teammates to manage expectations and prioritize effectively.

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What strategies do you use to help non-technical users understand technical concepts?

Discuss your approach of simplifying terms and using relatable analogies to explain problems and solutions. Highlight your communication skills and your patient demeanor when working with users who may not have a technical background.

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What experience do you have with Python, React, or Node as a Support Engineer?

Share specific instances where you utilized these technologies to troubleshoot issues or support clients. Describe how your technical knowledge complements your support role and improves customer experiences.

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How do you handle negative feedback from a customer?

Explain your strategy to remain calm, actively listen, and empathize with the customer’s concerns. Highlight how you take constructive feedback seriously and strive to improve both the product and user satisfaction.

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Describe a time when you went above and beyond for a customer.

Provide an example that showcases your commitment to customer satisfaction, detailing what extra steps you took, the challenge faced, and how your actions positively influenced the outcome.

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What do you think is the most important quality for a Support Engineer?

Emphasize communication, empathy, and problem-solving skills as key qualities. Explain how these contribute to excellent customer service and a positive experience for both the client and the company.

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How do you ensure you stay updated with the latest technologies relevant to your role?

Discuss your commitment to ongoing learning, such as online courses, attending industry conferences, or following relevant blogs and forums that keep you informed about technology trends, especially in healthtech.

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What motivates you to work in a fast-paced startup like Heidi?

Reflect on your passion for innovation and impact in the healthcare field. Discuss how the dynamic environment and the chance to contribute to meaningful solutions drive your enthusiasm and commitment.

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What would you do if you could not resolve a technical issue quickly?

Share your strategy for transparency; explain how you would communicate with the client, set realistic expectations, and outline the steps you would take to find a solution while keeping them updated.

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DATE POSTED
April 15, 2025

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