Customer Support Engineer

• 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
• Monitor server health, system status, and bug reports, taking immediate action to mitigate impact, escalate critical issues, and prevent recurring problems
• Proactively identify systemic or recurring issues and contribute to improvements across tooling, processes, and systems that increase product reliability, support efficiency, and the team’s ability to scale

• 2+ years’ experience in a support engineer role
• Strong problem-solving skills with the ability to think critically and learn on the fly
• Strong customer focus
• Excellent communication skills, including the ability to question, clarify, empathise, use appropriate tone and the ability to explain technical concepts to non-technical users
• Understanding of web development, with some experience using Python, React, Node, FastAPI, and MongoDB

A proactive individual who thrives in a fast-paced startup environment and enjoys collaborating with an international team dedicated to building impactful AI experiences

• 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