Customer Support Engineer

📋 Description

• Act as an escalation point for customers and internal team members on complex or technical issues
• Become a product expert, developing a deep understanding of how Heidi works and how customers use
• Provide exceptional technical support by clearly understanding customer needs, communicating
• Perform in-depth analysis and debugging of complex technical issues, applying sound judgment and
• Own customer issues from initial contact through to resolution, ensuring timely, accurate responses
• Collaborate closely with engineering and product teams to understand, reproduce, and resolve

🎯 Requirements

• 2+ years’ experience in a support engineer role
• A proactive individual who thrives in a fast-paced startup environment and enjoys collaborating
• 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
• Understanding of web development, with some experience using Python, React, Node, FastAPI, and

🎁 Benefits

• 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.