About the posting
“As a Customer Support Engineer at Heidi, you’ll apply deep technical expertise to diagnose, resolve, and prevent complex issues in our AI-powered healthcare product.”
Read the full posting on Heidihealth's site
Seen live Oct 23, 2026; first seen Oct 22, 2026.
Pay in context
This posting lists $85,000 to $95,000 a year, a midpoint of $90,000.
The midpoint is higher than 16 percent of customer support and success postings in New York, NY that list pay.
New York has a pay transparency law: covered employers must include a pay range in a job posting. Which employers are covered depends on their size.
How long it has been open
Posted Oct 8, 2026, 15 days ago, and seen on Heidihealth's careers page today.
At 15 days old, it is under the 44-day median.
Heidihealth at a glance
Heidihealth has 25 open postings that we can see, 2 in customer support and success; 60 percent list pay.
The application
Applying goes through Ashby.
Trailhead fills Greenhouse, Lever and Ashby forms on your computer; on the phone and on other systems it hands you your answers and your resume.
Seniority
The posting mentions 2+ years.
Place and cost of living
On site in New York, NY; prices in NY run 8 percent above the US average.
Similar jobs at similar pay
The customer support and success market in New York, NY
213 customer support and success postings in New York, NY are open right now, from 135 employers.
Half of them have been open 44 days or less.
From Heidihealth's posting
This is Heidihealth's own text, as published on its job board. We last checked it on Oct 23, 2026. Apply on Heidihealth's site. We remove a posting when the employer closes it.
WHO WE ARE
Healthcare needs a better rhythm: one that keeps care continuous and deeply human. Heidi is building an AI Care Partner that works alongside clinicians to make that possible.
We're a team of doctors, engineers, designers, researchers, and creatives building tools that help clinicians stay focused on what matters most: their patients.
In just 18 months, Heidi has given back more than 18 million hours to healthcare professionals, supporting 73 million patient visits in 116 countries. Today, more than two million patient visits each week are powered by Heidi worldwide.
Backed by significant venture funding, we're growing rapidly across the US, UK, Canada, and Europe, partnering with leading health systems and thousands of clinicians globally.
THE ROLE
As a Customer Support Engineer at Heidi, 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 an escalation point for customers and internal team members on complex or technical issues 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 clearly documented, well-scoped, and aligned with customer impact
- 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, including helping identify and address recurring issues
WHAT WE WILL LOOK FOR
- 2+ years’ experience in a support engineer role
- A proactive individual who thrives in a fast-paced startup environment and enjoys collaborating with an international team dedicated to building impactful AI experiences
- Strong problem-solving skills with the ability to think critically and learn on the fly
- Strong customer focus - you excel at and genuinely enjoy helping customers
- Excellent communication skills, including the ability to question, clarify, empathise, use appropriate tone and the ability to explain technical concepts to non-technical users in a clear, empathetic manner
- Understanding of web development, with some experience using Python, React, Node, FastAPI, and MongoDB
THE WAY WE WORK
- Live Forever: We build for healthcare's next decade, not next quarter. We set outrageous targets, lead healthcare forward, and follow the evidence, even when it's uncomfortable.
- Practice Ownership: Everyone here carries the company. We raise the bar on hiring and excellence, own the outcome end-to-end, and focus on what matters over process.
- Move Fast, Fix Faster: The more we do, the more we learn. We ship atoms daily, learn from every release, and stay precise at pace.
- Get Better: The best clinicians teach. So do we. We live in clinicians' reality, bring warmth to the work, and choose clarity, not cleverness.
WHY YOU WILL FLOURISH WITH US
- Become an owner, with significant shares (equity) in the company. If Heidi wins, we all win.
- Healthcare, Dental and Vision benefit options.
- 401k with 3% match.
- $100/month Healthy Heidi's budget.
- $700/year learning and development budget.
- $500 home office setup budget.
- Recharge Days after major pushes.