Job Overview
Location
Makati City
Job Type
Full-time
Category
Software Engineering
Date Posted
June 21, 2026
Full Job Description
đź“‹ Description
- • Own and resolve complex technical support cases across Heidi’s core product areas including notes, transcription, sessions, audio performance, integrations, login/authentication, documents, Evidence, and new product surfaces as they launch.
- • Diagnose issues across web, desktop, and mobile platforms using Chrome DevTools, application logs, OS and browser permission checks, audio input settings, and network traces.
- • Troubleshoot authentication, SSO, and integration issues involving SAML, OAuth 2.0, OpenID Connect, Microsoft Entra ID, Okta, APIs, webhooks, and Postman.
- • Investigate audio and transcription quality issues, assisting clinicians with microphone setup, device configuration, browser behavior, environmental noise, session integrity, and telehealth-related capture problems.
- • Understand Heidi’s AI workflow from audio capture to transcription and generated notes, and clearly explain whether an issue stems from audio quality, configuration, or model behavior.
- • Manage your own support backlog with discipline, ensuring cases progress efficiently, setting clear customer expectations, and escalating to Support Engineering only when deeper technical investigation is required.
- • Write clear, precise, and empathetic customer communications across Intercom, Slack, Zoom, and Loom, maintaining the high standard of language expected in clinical contexts.
- • Create detailed internal escalation notes with full context, evidence, reproduction steps, relevant logs, and a specific hypothesis about the root cause of each issue.
- • Contribute to continuous improvement by enhancing knowledge base content, identifying recurring issue patterns, sharing product feedback, and leveraging AI tools to improve support quality and documentation.
- • Support clinicians including GPs, specialists, allied health professionals, and their practices—busy users who rely deeply on Heidi during patient sessions where technical failures have real-world consequences.
- • Collaborate with Customer Support Agents, Team Leads, and Support Engineers, acting as the critical bridge between frontline support and the engineering team.
- • Work in a high-stakes environment where downtime or errors during patient sessions directly impact clinician trust and patient care.
- • Operate with autonomy and ownership, prioritizing systematic troubleshooting over quick escalations, and taking pride in resolving ambiguous, multi-step technical problems.
- • Communicate technical concepts in plain language to non-technical users without sacrificing accuracy or clarity.
- • Maintain strict attention to data privacy and compliance considerations in healthcare environments.
🎯 Requirements
- • 2–4+ years of experience in a technical or product support role at a SaaS company, ideally supporting a multi-platform product across web, desktop, and mobile.
- • Strong independent troubleshooting skills with the ability to investigate technical issues systematically rather than relying on scripts.
- • Experience using Intercom or a similar customer support platform at an operational level.
- • Clear, thoughtful communication skills with the ability to clarify, empathise, and adapt tone for different customers and situations.
- • A strong customer focus and judgment to know when to keep investigating, when to escalate, and how to keep customers informed.
- • Experience working with clinicians, healthcare professionals, or users in regulated industries is a strong advantage.
🏖️ Benefits
- • ₱15,000 annual learning and development budget
- • ₱3,000/month health and wellness allowance
- • ₱10,000 home office budget
- • 26 weeks paid primary parental leave and 18 weeks paid secondary parental leave
- • Fertility support up to ₱150,000
- • Four weeks of work from anywhere per year
- • Comprehensive HMO coverage for you and up to two dependents
Skills & Technologies
See exactly how your profile matches this role — strengths, skill gaps, and what to do about them.
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.
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