[Hiring] Technical Support Specialist @Heidi

Role Description

As our Technical Support Specialist , this role sits at the technical heart of our support function. You own the complex, the ambiguous and the difficult. The kind of multi-step troubleshooting that requires you to read a network trace and explain what it means to a time-poor clinician in plain language.

You work alongside a team of Customer Support Agents, Team Leads and Support Engineers, sitting between frontline support and our engineering team. Your customers are clinicians: GPs, specialists, allied health professionals and the practices that support them. They are busy. They trust Heidi deeply. When something breaks during a patient session, the impact is real.

This is a role for people who find technical problems genuinely interesting, who take pride in getting to the bottom of something rather than escalating early, and who care about the quality of the written word. The clinicians you support deserve both.

What You’ll Do:

• 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 tools such as 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, helping clinicians resolve microphone setup, device configuration, browser behaviour, environmental noise, session integrity, and telehealth-related capture issues.
• Understand Heidi’s AI workflow from audio capture to transcription and generated notes, and clearly explain whether an issue relates to audio quality, configuration, or model behaviour.
• Manage your own support backlog with discipline, keeping cases moving, setting clear expectations, and escalating to Support Engineering when deeper investigation is needed.
• Write clear, precise, and human customer communications across Intercom, Slack, Zoom, and Loom, with the level of care expected in a clinical context.
• Create clear internal escalation notes with the right context, evidence, reproduction steps, logs, and a specific hypothesis about the issue.
• Contribute to continuous improvement by improving knowledge base content, surfacing recurring issue patterns, sharing product feedback, and using AI tools to improve support quality and documentation.

Qualifications

• 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 rely 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 your tone for different customers and situations.
• A strong customer focus and the 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.
• Familiarity with data privacy concepts such as HIPAA and GDPR is a plus.

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.
• 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.