Customer Support Engineer - London

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

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