Support Engineer

As a Support Engineer at Heidi, your main responsibilities will include providing exceptional customer support by understanding customer needs and efficiently resolving issues. You'll conduct in-depth analyses of technical problems reported by users, collaborate with engineering and product teams to reproduce and resolve these issues, and ensure timely responses within agreed service levels. Additionally, you'll play a vital role in fixing product issues and bugs to maintain high-quality performance.

To be successful as a Support Engineer at Heidi, it's essential to possess strong communication skills and a customer-centric mindset. The ability to explain technical concepts to non-technical users is crucial, along with some experience using Python, React, Node, FastAPI, and MongoDB. Ideally, you should have at least 2 years of experience in a similar role. A proactive attitude and a desire to contribute to product improvement are also important attributes.

At Heidi, you can look forward to a dynamic and fast-paced startup environment that fosters collaboration with a global team of like-minded individuals. The company promotes a flat hierarchy where decision-making prioritizes truth over rank. You will be supported in your role through various resources and have the freedom to innovate and make impactful contributions to patient care solutions.

Heidi believes in investing in its employees and provides a generous personal development budget of $500 per annum for each Support Engineer. This facilitates professional growth and learning opportunities, allowing you to enhance your skills and knowledge while working alongside some of the best engineers and creatives in the industry.

As a Support Engineer at Heidi, you will enjoy a range of benefits, including flexible work arrangements with a hybrid environment, additional paid time off for birthdays, wellness days, and full gym access in select locations. Moreover, you have the unique opportunity to earn shares in the company, joining us as we strive to bring transformative healthcare solutions to the market.

In responding to this question, emphasize your satisfaction-driven approach, detailing specific instances where you've resolved complex customer issues. Discuss the channels you used for support and any metrics you may have achieved, such as improved response times or customer satisfaction scores.

When answering, break down your problem-solving methodology. Highlight how you gather data, replicate issues, and collaborate with team members to find solutions. Make sure to share a specific example that demonstrates your analytical skills.

Discuss your proficiency in technologies like Python, React, Node, FastAPI, and MongoDB. Share projects or experiences where you utilized these skills effectively, emphasizing their impact on customer support or product improvement.

To respond well to this question, consider providing an example where you simplified a technical concept for a non-technical user. Discuss the techniques you used, such as analogies or visual aids, and the positive feedback you received afterward.

A strong answer would include a focus on communication and empathy, mentioning that understanding and addressing customer needs is fundamental for a Support Engineer's success. You can also touch on adaptability and problem-solving skills.

Describe your strategy for assessing urgency and importance when dealing with multiple requests. You might want to mention any tools or systems you utilize to track customer inquiries and ensure a timely response.

Prepare a story that showcases your conflict resolution skills. Focus on how you approached the situation, the steps taken to de-escalate the issue, and how you ultimately turned it into a positive experience for the customer.

In your response, convey your passion for the healthcare industry and AI technology. Mention the company's mission and how you believe your role would contribute to making a meaningful impact in improving patient care.

Share how you engage with industry publications, attend webinars, or participate in relevant online communities. Additionally, mention any specific resources or platforms where you stay informed about the latest trends that could also help in your role as a Support Engineer at Heidi.

Discuss your aspirations in the field, whether it's growing your technical skills, advancing into a leadership position, or contributing to product innovation. Highlight your enthusiasm for personal and professional growth within the context of the opportunities at Heidi.