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Customer Support Engineer - APAC

On-site Full-time

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Experience Level

Experience

Qualifications

Qualifications:- Strong technical background with experience in customer support, preferably in a healthcare or tech environment.- Excellent problem-solving skills and ability to think critically in high-pressure situations.- Exceptional communication skills, both verbal and written, with a focus on customer service.- Familiarity with AI technologies and healthcare applications is a plus.

About the job

The Customer Support Engineer for APAC at Heidi Health works from Sydney, supporting clinicians and healthcare teams who use our AI-powered product. This position combines technical troubleshooting with customer service, aiming to resolve complex issues and improve reliability in clinical settings. The role plays a key part in building customer trust and supporting Heidi Health’s growth in healthcare environments.

Main responsibilities

  • Serve as the primary contact for customers with technical or complex questions, handling escalated and urgent cases through chat, email, and phone.
  • Develop in-depth knowledge of Heidi Health’s product and its application in real clinical environments.
  • Deliver clear and effective technical support by understanding customer needs and resolving issues efficiently.
  • Analyze and debug intricate technical problems, using sound judgment in sensitive healthcare situations.
  • Take ownership of customer issues from initial contact to resolution, responding promptly and accurately within agreed service levels.
  • Work closely with engineering and product teams to understand, replicate, and resolve complex issues, ensuring all escalations are well-documented and reflect the customer’s experience.
  • Monitor server health, system status, and bug reports. Act quickly to reduce impact, escalate critical problems, and help prevent repeat issues.
  • Identify recurring or systemic issues and contribute to ongoing product and support improvements.

Working at Heidi Health

  • Receive an extra paid day off for your birthday, plus additional wellness days.
  • Access a $500 annual personal development budget.
  • Collaborate with skilled engineers and creatives from diverse backgrounds.
  • Contribute to shaping healthcare globally as part of one of Australia’s leading healthtech startups.
  • See the impact of your work quickly and grow your career within a startup setting.
  • Join efforts to reimagine primary care and improve healthcare in Australia and beyond.

About Heidi Health

Heidi Health is at the forefront of revolutionizing healthcare through innovative technology. As a leading healthtech startup in Australia, we are committed to improving patient outcomes and redefining primary care delivery on a global scale. Join us in making a difference in the healthcare landscape.

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