Team Lead, Support Engineer

Heidi Health Pty Ltd

Job Overview

Location

Sydney

Job Type

Full-time

Full Job Description

📋 Description

• Lead, coach, and develop a team of Support Engineers, setting a high standard for technical investigation rigour, customer communication, and resolution quality.
• Run the team’s operating rhythm including daily queue triage, standups, case reviews, escalations, and 1:1s to ensure consistent performance and team growth.
• Recruit, onboard, and ramp new Support Engineers as the function scales across regions, ensuring alignment with Heidi’s technical and cultural standards.
• Provide real-time coaching during live incidents and complex customer escalations, leading by example in root-causing high-impact technical issues.
• Own end-to-end queue health and SLAs for L2 Support, ensuring timely, accurate resolution of customer-reported technical problems across global operations.
• Track, report, and act on key metrics including response/resolution times, escalation and reopen rates, and root-cause categories to drive continuous improvement.
• Personally handle the most complex, sensitive, or high-risk technical escalations involving clinical workflows, data integrity, or system reliability.
• Triage customer reports into well-scoped, actionable tickets with clear reproduction steps, evidence, and impact analysis for core Engineering teams.
• Root-cause technical issues across the full stack using logs, traces, observability tools (e.g., Datadog), session data, and production codebase access.
• Ship pragmatic, tightly-scoped data or code fixes when appropriate, and partner with Engineering to implement deeper systemic fixes.
• Use and extend internal tooling to resolve issues safely at scale, leveraging permissioned access to internal data and operational systems.
• Identify recurring issues and product pain points, codifying tribal knowledge into runbooks, automated checks, and self-serve internal interfaces.
• Drive systemic improvements by feeding prioritised, data-backed signals into Product and Engineering teams and following them through to resolution.
• Maintain and improve both internal and customer-facing support content based on real ticket trends and emerging customer needs.
• Partner closely with Customer Support, Customer Success, Product, and core Engineering to ensure fast issue resolution and reliable product scaling.
• Operate with high ownership: define success metrics, drive outcomes without heavy direction, and deliver results with urgency and precision.
• Embrace a pragmatic approach to reliability and safety, especially when actions may affect clinical workflows or patient care.
• Build for the long-term: replace recurring toil with automation, tooling, and documentation rather than manual re-solutions.
• Live in clinicians’ reality by understanding the actual, exhausted workflows they face — not idealised versions — and build solutions accordingly.
• Uphold Heidi’s values: lead without waiting, follow the evidence, own outcomes, ship and measure iteratively, and treat the patient over the numbers.

🎯 Requirements

• Strong technical troubleshooting ability: comfortable reading logs/traces, querying data, and navigating a production codebase to root-cause issues.
• Experience leading or mentoring engineers — formal management or strong tech-lead / player-coach experience.
• Excellent written communication — ability to translate messy customer problems into clear technical narratives for engineers and clear updates for stakeholders.
• High ownership: define success, drive queue and quality outcomes, and deliver without heavy direction.
• Pragmatic approach to reliability and safety, especially when actions can affect customers or clinical workflows.

🏖️ 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
• Serious equity

Skills & Technologies

REST

Datadog

Senior

Remote

Degree Required

Ready to Apply?

Apply Externally

You will be redirected to an external site to apply.

AI Job Fit Analysis

Pro

See exactly how your profile matches this role — strengths, skill gaps, and what to do about them.

Heidi Health Pty Ltd

Visit Website

About Heidi Health Pty Ltd

Heidi Health is an Australian clinical software company that provides AI-powered medical scribe and workflow automation tools for healthcare providers. Its platform records and transcribes patient consultations in real time, generating structured clinical notes, referral letters and coding suggestions that integrate directly with electronic medical record systems. The company serves general practitioners, specialists and allied health professionals, aiming to reduce administrative burden and improve documentation accuracy while maintaining data security and compliance with Australian healthcare standards.

View Company Profile

Get more remote jobs like this

Subscribe to the weekly newsletter for similar remote roles and curated hiring updates.

Weekly remote jobs and featured talent.

No spam. Only curated remote roles and product updates. You can unsubscribe anytime.