Support Engineer

📋 Description Act as an escalation point for customers and internal team members on complex or technical issues Become a product expert, developing a deep understanding of how Heidi works and how customers use Provide exceptional technical support by clearly understanding customer needs, communicating Perform in-depth analysis and debugging of complex technical issues, applying sound judgment and Own customer issues from initial contact through to resolution, ensuring timely, accurate responses Collaborate closely with engineering and product teams to understand, reproduce, and resolve 🎯 Requirements 2+ years’ experience in a support engineer role. A proactive individual who thrives in a fast-paced startup environment and enjoys collaborating Strong problem-solving skills with the ability to think critically and learn on the fly. Strong customer focus - you excel at and genuinely enjoy helping customers. Excellent communication skills, including the ability to question, clarify, empathise, use Understanding of web development, with some experience using Python, React, Node, FastAPI, and 🎁 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