Team Lead, Support Engineer

📋 Description

• Lead and grow the Support Engineering team; triage and resolve complex issues.
• Collaborate with Customer Support, Customer Success, Product, and Core Engineering to scale Heidi.
• Own queue health, SLAs, metrics, and incident coaching.
• Investigate hard technical issues using logs, traces, and code.
• Turn signals into durable improvements with runbooks and tooling.
• Lead the team and partner across regions to resolve customer issues.

🎯 Requirements

• Strong troubleshooting: logs/traces, data queries, root-cause.
• Experience leading or mentoring engineers (mgr or tech-lead).
• Excellent written comms translating problems for engineers and updates for stakeholders.
• High ownership: define success, drive queue and quality outcomes.
• Pragmatic reliability and safety in clinical workflows.
• Nice-to-haves: HealthTech SaaS support; Datadog, Linear, Intercom familiarity.

🎁 Benefits

• $1,000 annual learning & development budget.
• $150/month health and wellness allowance.
• $500 home office budget.
• 26 weeks primary + 18 weeks secondary parental leave.
• Fertility support up to $10,000.
• 4 weeks work-from-anywhere per year; strong equity.