Team Lead, Support Engineer (Texas) | JobSetuu

Description

Job Overview

• Source: Jobicy

Job Description

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.

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.

What you'll do

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.

What You'll Need

• 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 field (advantageous, not required).

How we show up

• Build for the next decade, not next quarter. Our targets are outrageous on purpose. The world's health doesn't have the luxury of incrementalism.

• Lead, don't wait. We treat tomorrow's problems today. Sometimes we build what's needed before it's wanted, and we're fine with that.

• Follow the evidence. Trust the patient. We pursue truth relentlessly. But when the subjective and objective disagree, we treat the patient, not the numbers. Ego is a comorbidity we can't afford.

• Own the outcome. Everyone here carries the company. Raise problems with solutions, solve them end-to-end, and never be a bystander.

• Ship, measure, go again. A button today, a workflow tomorrow. More iterations beat better planning. We're precise at pace, not reckless.

• Live in clinicians' reality. Not the ideal workflow, the twenty-patients-before-lunch actual one. We build for exhausted humans, and we'd better be decent ones while we do it.

Why Heidi?

You’ll join a team focused on real-world impact over imaginary valuations and glossy PR. We live and breathe the challenges of modern health systems, and are laser-focused on exacting the change we’d like to see. We’re medicos, engineers, builders, and designers who’ve felt (on every side of the equation) what non-care feels like—the moral and practical toll as a provider or receiver.

Building what we’re building isn’t always easy. But we didn’t choose easy, we chose to build something that actually matters. We hold ourselves to a higher standard because healthcare demands it. If you join Heidi, you recognise that the deeper question isn’t whether AI can solve the global healthcare crisis, but whose hands will shape it. The work is hard, but you will trust and admire the people you work beside, and rest easy knowing you’re doing the defining work of your career.

True A-players progress extremely fast here. The nature of the scale-up game is

demanding, but we value sustainable performance and mental health. You're

trusted to perform, and you set your schedule. We operate on outcomes > inputs,

not process theatre. We all take the bins out, metaphorically and literally.

We take care of you.

We offer healthcare, dental and vision benefits, a 401k with 3% company match, a $700 annual learning and development budget, a $100/month health and wellness allowance, a $500 home office budget, 26 weeks paid primary parental leave and 18 weeks paid secondary parental leave, fertility support up to $7,000, four weeks of work from anywhere per year, and serious equity.

We chose to open-source our benefits hub, if you care to take a peek.

Expert Career Tips for Team Lead, Support Engineer (Texas) Roles

To succeed in a competitive market as a Team Lead, Support Engineer (Texas), you need more than just technical skills. Here are some expert strategies to elevate your profile:

• Build a Strong Portfolio: For technical roles, a clean GitHub or a personal project site is essential. For non-technical roles, a case study portfolio demonstrating problem-solving and impact is equally valuable. Show, don't just tell, what you have achieved in your previous positions.
• Master the Narrative: When interviewing, use the STAR method (Situation, Task, Action, Result) to structure your answers. Quantify your results wherever possible—mentioning "increased efficiency by 20%" is much more impactful than saying "improved efficiency."
• Continuous Learning: The industry moves fast. Whether it's staying updated with the latest AI tools or mastering a new management methodology, continuous professional development is key. Consider obtaining industry-recognized certifications that align with Team Lead, Support Engineer (Texas) requirements.
• Networking: Connect with other professionals in similar roles. Join online communities, attend webinars, and engage in meaningful discussions on professional social networks. Often, the best opportunities come through referrals and community engagement.
• Soft Skills Matter: Communication, empathy, and leadership are often the deciding factors between two equally qualified technical candidates. Cultivate these skills as they are universally valued across all industries and seniority levels.

Additionally, research the specific company's culture and values. Tailoring your application to show how you align with their mission can significantly increase your chances of moving forward in the process.

Salary & Compensation

Salary not disclosed; typically competitive for the role.

Work Arrangement

Type: On-Site

Standard business hours at the office.

Comprehensive Application Strategy & Hiring Process

Applying for a new role is a marathon, not a sprint. Follow this strategic approach to maximize your success rate:

1. Initial Research & Tailoring

Don't send the same resume to every employer. Spend at least 30 minutes researching the company. Look for recent news, their product roadmap, and their team structure. Modify your summary and core competencies to reflect the specific keywords found in the job description.

2. The Perfect Cover Letter

If the application allows for a cover letter, use it to tell a story that your resume cannot. Explain why you are passionate about this specific company and how your unique background makes you the perfect fit for the challenges they are currently facing.

3. Navigating the Multi-Stage Interview

Most modern hiring processes involve 3-5 stages. This typically includes a recruiter screen, a technical or skill-based assessment, a peer interview, and a final leadership round. Prepare for each stage differently: focus on enthusiasm and fit for the recruiter, technical depth for the assessment, and strategic vision for the leadership round.

4. Post-Interview Follow-Up

Always send a personalized thank-you note within 24 hours of each interview. Reference a specific topic discussed during the call to demonstrate your active listening and genuine interest in the role.

By following these steps, you demonstrate a high level of professionalism and attention to detail that sets you apart from the average applicant.

Typical Interview Process

1. Resume screening
2. HR call
3. Skill interview
4. Final manager interview
5. Offer

Tip: Research the company's products and culture.

Global Market Intelligence & Relocation Insights

At JobSetuu, we specialize in helping talent navigate the global job market. Here is what you need to know about the current landscape in Global and beyond:

The demand for skilled professionals is increasingly borderless. For roles based in Global, understanding the local cost of living, visa requirements (if applicable), and cultural nuances is vital. If this is a remote role, consider the time zone alignment and the asynchronous communication culture of the hiring organization.

Relocation Support: Many forward-thinking companies offer relocation packages that include moving stipends, temporary housing, and legal assistance with work permits. When evaluating an offer, look beyond the base salary—consider the total compensation package, including equity, bonuses, and healthcare benefits.

Work-Life Balance Trends: Hybrid and remote work have become standard in many regions. Research the local labor laws and common practices regarding work hours and vacation time to ensure the role aligns with your lifestyle goals.

Leveraging JobSetuu's tools can help you compare salaries across different cities and understand the "purchasing power" of your potential offer, ensuring you make an informed decision for your long-term career path.

Skills & Competency Roadmap for Professional Development

To remain competitive in Professional Development, we recommend focusing on the following core competencies over the next 12-18 months:

• Technical Mastery: Deepen your expertise in the core tools and languages relevant to your field. For developers, this might be cloud architecture; for marketers, it might be data-driven attribution modeling.
• AI Augmentation: Learn how to leverage generative AI and automation tools to increase your productivity. Understanding how to integrate these technologies into your workflow is becoming a non-negotiable skill.
• Leadership & Strategy: Even in individual contributor roles, the ability to think strategically and lead projects from inception to completion is highly valued. Focus on stakeholder management and high-level project planning.
• Data Literacy: The ability to interpret data and use it to drive decisions is essential across all business functions. Familiarize yourself with data visualization and basic analytical concepts.

By investing in these areas, you not only prepare yourself for the role you are applying for today but also build a resilient foundation for the opportunities of tomorrow.

Apply via JobSetuu

Discover your next career milestone on JobSetuu. This Team Lead, Support Engineer (Texas) position is part of our commitment to bringing you the most relevant and high-impact job openings globally. At JobSetuu, we simplify your job search by aggregating premier listings and providing the tools you need to stand out. Don't miss the chance to elevate your professional journey—explore more opportunities and career insights on our platform today.