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About the Role

We're looking for a Support Engineering Team Lead to drive the engineers at the sharp end of customer problems. This team investigates, triages, and resolves the hardest technical issues customers encounter and translates these signals into lasting product and tooling improvements. This is a high-agency, player-coach role focused on technical problem-solving, people development, systems thinking, and end-to-end ownership of outcomes.

Responsibilities

Lead, coach, and develop a team of support engineers, setting high standards for investigation rigor and customer communication.
Manage the team's operating rhythm, including queue triage, standups, case reviews, escalations, and 1:1s.
Recruit, onboard, and ramp new support engineers as the function scales across regions.
Provide on-the-spot coaching during live incidents and complex escalations.
Own queue health and SLAs across L2 support, ensuring timely, high-quality resolution of customer-reported issues.
Track and report key metrics (response/resolution times, escalation and reopen rates, root-cause categories) and translate them into action.
Handle the most complex or sensitive technical escalations personally.
Triage customer reports into well-scoped tickets with clear reproduction steps, evidence, and impact for core Engineering.
Collaborate with local region Customer Success and Sales teams to identify and share customer pain points.
Root-cause customer issues across the stack using logs, traces, observability data, session data, and the codebase.
Ship pragmatic data fixes and tightly-scoped code fixes where appropriate, and partner with Engineering for deeper fixes.
Use and extend internal tooling to resolve issues safely at scale via permissioned access to internal data and actions.
Identify recurring issues and product pain points, codifying tribal knowledge into runbooks, checks, and self-serve internal interfaces.
Drive systemic fixes by feeding clear, prioritized signals into Product and Engineering and following them through to resolution.
Maintain and improve internal and customer-facing support content based on real ticket trends.

Requirements

Strong technical troubleshooting ability, including reading logs/traces, querying data, and navigating a production codebase to root-cause issues.
Experience leading or mentoring engineers, either through formal management or strong tech-lead/player-coach experience.
Excellent written communication skills, with the ability to translate complex customer problems into clear technical narratives and stakeholder updates.
High ownership mentality, defining success, driving queue and quality outcomes, and delivering with minimal direction.
Pragmatic approach to reliability and safety, especially when actions can affect customers or clinical workflows.
A belief that great products can transform someone's day.

Skills

Technical troubleshooting
Log analysis
Trace analysis
Data querying
Codebase navigation
Mentoring engineers
Team leadership
Customer communication
Systems thinking
Root-cause analysis
Observability tools (e.g. Datadog)
Internal tooling development/extension
Runbook creation
Self-serve interface development
Content maintenance

Location

190+ countries

Work Type

Remote
Work from anywhere

Experience Level

Team Lead
Player-coach

Benefits

Health cover
Dental cover
£700 annual learning and development budget
£100/month health and wellness allowance
£500 home office budget
26 weeks paid primary parental leave
18 weeks paid secondary parental leave
Fertility support up to £7,000
Four weeks of work from anywhere per year
Serious equity

About the Company

Heidi is building the future of healthcare by providing clinicians with an AI Care Partner.
The platform has processed data from 175 million patient visits and supported 67 million clinical hours.
Currently supports 2.8 million patient sessions weekly across 190+ countries, in 110 languages and over 200 specialties.
The mission is to double the world's capacity for care and strengthen the human connection in medicine.
The company has achieved product-market fit with a freemium medical scribe and is expanding its offerings.
Heidi's platform aims to reduce administrative burden on clinicians, improve patient care, and enhance the clinician experience.
Achieved significant growth in annual recurring revenue from $1 million to $50 million in two years.
Secured US$340 million in funding, including a $100 million Series C and a $240 million growth investment.