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

• $1,000 annual learning and development budget
• $150/month health and wellness allowance
• $500 home office budget
• 26 weeks paid primary parental leave and 18 weeks paid secondary parental leave
• Fertility support up to $10,000
• Four weeks of work from anywhere per year