Team Lead, Support Engineer (Texas)

About the role

We're looking for a Support Engineering Team Lead to drive the engineers at the sharp end of customer problems - the team that investigates, triages, and resolves the hardest technical issues customers hit, and turns those signals into lasting product and tooling improvements. This is a high-agency, player-coach role designed for someone who: Is technical enough to dive into logs, traces, and code to root-cause a gnarly customer issue - and leads by example doing it Gets energy from growing people: coaching engineers, raising the bar on investigation quality, and building durable team rituals Thinks in systems: replaces recurring toil with tooling, runbooks, and automation rather than re-solving the same ticket Owns outcomes end-to-end: queue health, turnaround time, escalation quality, and the feedback loop back into Product and Engineering You'll lead the Support Engineering team and partner closely with Customer Support, Customer Success, Product, and core Engineering to resolve issues fast and make Heidi more reliable at scale.

Responsibilities

• Lead and grow the team
• Lead, coach, and develop a team of support engineers; set a high standard for investigation rigour and customer communication.
• Run the team's operating rhythm: queue triage, standups, case reviews, escalations and 1:1s.
• Recruit, onboard, and ramp new support engineers as the function scales across regions.
• Provide on-the-spot coaching during live incidents and complex escalations.
• Own support engineering operations
• Own queue health and SLAs across L2 support; ensure timely, high-quality resolution of customer-reported issues.
• Track and report key metrics (response/resolution times, escalation and reopen rates, root-cause categories) and turn them into action.
• Handle the most complex or sensitive technical escalations personally.
• Triage customer reports into well-scoped tickets with clear reproduction steps, evidence, and impact for core Engineering.
• Investigate and resolve hard technical issues
• Root-cause customer issues across the stack using logs, traces, and observability (e.g. Datadog), session data, and the codebase.
• Ship pragmatic data fixes and tightly-scoped code fixes where appropriate, and partner with Engineering to land deeper fixes.
• Use and extend internal tooling to resolve issues safely at scale via permissioned access to internal data and actions.
• Turn signal into durable improvement
• Spot recurring issues and product pain points; codify "tribal knowledge" into runbooks, checks, and self-serve internal interfaces.
• Drive systemic fixes - feed clear, prioritised signals into Product and Engineering and follow them through to resolution.
• Maintain and improve internal and customer-facing support content based on real ticket trends.

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 - you can translate messy customer problems into clear technical narratives for engineers and clear updates for stakeholders.
• High ownership: you 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.
• Great-to-haves
• Experience in a support engineering / L2-L3 / SRE-adjacent function at a SaaS or HealthTech company.
• Familiarity with observability tooling (Datadog), issue trackers (Linear), and support platforms (Intercom).
• Experience building or operating internal admin tooling and LLM/agent-enabled workflows (permissioning, guardrails, evaluation).
• Bachelor's in Engineering, Computer Science, Maths, or a related

Additional Information

We're Heidi. We're building the future of healthcare by giving every clinician the earth's finest AI Care Partner. In just 18 months, our AI products (Scribe, Comms, Evidence, Remote) have absorbed the administrative chaos of 73 million patient visits. Today, we support over 2.5 million patient sessions a week across 190+ countries. Healthcare systems are failing us; clinicians spend more time on documentation than on patients, and the human connection that makes medicine worth practicing is eroding. Our mission is simple: double the world's healthcare capacity and strengthen the human connection at its heart. We found product-market fit with a freemium medical scribe that clinicians love. Now, we're expanding. Every task a clinician hands to Heidi is a patient who feels more attended to, a health system unclogged, and a clinician who gets to be a clinician again. If you want to build something way bigger than yourself, jump in.

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