Customer Support Engineer | APAC

WHY JOIN HEIDI HEALTH?

🧘‍♂️ 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

🌏 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.

ABOUT YOUR ROLE

As a Support Engineer at Heidi Health, you’ll apply deep technical expertise to diagnose, resolve, and prevent complex issues in our AI-powered healthcare product.

Your work directly impacts product reliability, customer trust, and Heidi’s ability to scale safely in high-stakes clinical environments. By owning technical issues end-to-end and partnering closely with engineering and product teams, you’ll play a critical role in supporting clinicians, improving patient care, and contributing to the long-term success of our company.

WHAT YOU’LL DO:

- Act as a direct point of contact for customers on complex or technical issues via chat, email, and phone, particularly for escalated or high-impact cases.

- Become a product expert, developing a deep understanding of how Heidi works and how customers use it in real-world clinical contexts.

- Provide exceptional technical support by clearly understanding customer needs, communicating effectively, and resolving issues accurately and efficiently.

- Perform in-depth analysis and debugging of complex technical issues, applying sound judgment and care in high-trust healthcare environments.

- Own customer issues from initial contact through to resolution, ensuring timely, accurate responses within agreed service levels.

- Collaborate closely with engineering and product teams to understand, reproduce, and resolve complex technical problems - ensuring escalations are c...