Customer Support Engineering Lead - London

We’re Heidi. We're building the future of healthcare by giving every clinician the earth's finest AI Care Partner. Our platform has absorbed the administrative chaos of 175 million patient visits and supported 67 million clinical hours. Today, we support 2.8 million patient sessions a week across 190+ countries, in 110 languages and over 200 specialties. Healthcare systems are failing us; clinicians spend more time on documentation than on patients, and the human connection that makes medicine worth practicing is eroding. Our mission is simple: double the world’s capacity for care and strengthen the human connection at its heart. We found product-market fit with a freemium medical scribe that clinicians love. Now, we're expanding. Every task a clinician hands to Heidi is a patient who feels more attended to, a health system unclogged, and a clinician who gets to be a clinician again. We’ve grown annual recurring revenue from $1 million to $50 million in two years. To go further, we’ve secured US$340 million: a $100 million Series C led by Blackbird, with Phoenix Court, Point72 Private Investments and Headline, alongside a $240 million growth investment led by General Catalyst’s Customer Value Fund. If you want to join us in doing work worth shipping, jump in. The role We're looking for a Support Engineering Team Lead to drive the engineers at the sharp end of customer problems — the team that investigates, triages, and resolves the hardest technical issues customers hit, and turns those signals into lasting product and tooling improvements. This is a high-agency, player-coach role designed for someone who: Is technical enough to dive into logs, traces, and code to root-cause a gnarly customer issue, and leads by example doing it Gets energy from growing people: coaching engineers, raising the bar on investigation quality, and building durable team rituals Thinks in systems: replaces recurring toil with tooling, runbooks, and automation rather than re-solving the sam