Support Engineering Lead — Scale Healthcare AI

Heidi is seeking a Support Engineering Team Lead to drive the engineers at the sharp end of customer problems—investigating, triaging and resolving the hardest issues, and turning signals into durable product improvements. You will lead by example, coaching engineers, improving investigation quality, and building scalable rituals.

As a player-coach, you’ll own queue health, SLAs, and escalation quality, partnering with Product and Engineering to resolve issues quickly and scale reliability.

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