Heidi Health

Title: Senior Application Database Engineer Location Sydney; Melbourne; Singapore Employment Type Full time Location Type Remote Department Data & ITData Job Description: Who We Are Healthcare needs a better rhythm: one that keeps care continuous and deeply human. Heidi is building an AI Care Partner that works alongside clinicians to make that possible. We're a team of doctors, engineers, designers, researchers, and creatives building tools that help clinicians stay focused on what matters most: their patients. In just 18 months, Heidi has given back more than 18 million hours to healthcare professionals - supporting 73 million patient visits in 116 countries. Today, more than two million patient visits each week are powered by Heidi worldwide. Backed by nearly $100 million in funding, we're growing in the US, UK, Canada, and Europe, partnering with leading health systems including the NHS, Beth Israel Lahey Health, and Monash Health. About the Role You will be the dedicated owner of our database infrastructure as we scale globally. Today that means MongoDB Atlas. Tomorrow it may include relational workloads, vector databases, cross-database migrations, and multi-region data architecture decisions. This is a hands-on engineering role that sits at the intersection of schema design, query performance, infrastructure as code, and platform reliability. If you know how to design data models around access patterns, optimize for the queries that matter, and make principled decisions about when to use which database technology, you will thrive here. What You Will Do - Own MongoDB Atlas cluster configuration and management across production, staging, and development environments spanning multiple regions globally across AWS and Azure - Lead schema and data model design across services, making deliberate choices around embedding, referencing, denormalization, and aggregation patterns - Own index strategy, query performance analysis, and aggregation pipeline design across all collections - Evaluate and plan database technology decisions including when MongoDB is the right fit and when a relational store like Amazon RDS is more appropriate - Design and execute data migrations between database systems as the platform evolves, writing Python tooling to support migration pipelines and data transformation - Manage all Atlas infrastructure through Terraform including cluster sizing, compute auto-scaling, private endpoints, and access control - Design and maintain OIDC authentication and workforce identity federation across Atlas projects - Own database user management, credential rotation, and access control policies - Detect and remediate infrastructure state drift between Terraform and Atlas configuration - Monitor database performance, identify bottlenecks, and drive optimisation across replica sets and sharded clusters - Partner with backend engineers on schema design, indexing strategies, and query performance - Establish runbooks for operational tasks including failover, scaling events, and incident response What We Are Looking For - 5+ years of experience with MongoDB in production, including Atlas-managed clusters - Strong ability to design schemas around application access patterns rather than relational conventions - Deep understanding of indexing, query planning, aggregation pipelines, and MongoDB operational fundamentals - Solid experience with Amazon RDS or other relational databases, including schema design and query optimisation - Strong SQL skills including query optimisation, indexing, and schema design for relational workloads - Proficiency in Python for scripting, automation, and data migration tooling - Experience planning or executing database migrations across technology boundaries - Proficiency with Terraform for managing cloud database infrastructure - Hands-on experience with AWS and Azure networking as it relates to private database connectivity - Comfort operating with high autonomy in a fast-moving environment - Strong written communication and documentation habits Nice to Have - Experience with Atlas Terraform provider - Familiarity with OIDC and workforce identity federation in Atlas - Background in multi-region data architecture - Experience in healthcare or regulated industries The Way We Work - Build to Last We design for safety and reliability so clinicians, patients, and our teams can trust what we build every day. - Own Your Practice Ideas rise on merit, not title, and everyone shares responsibility for the standards we set together. - Move Fast, Stay Steady We move quickly but never at the cost of trust. Progress only matters if people can depend on what we make. - Make Others Better Honest feedback, steady support, and shared growth keep our teams improving together. Why you will flourish with us ? - Flexible hybrid working, with 3 days in the office - Monthly $150 AUD benefit to invest in your physical and mental wellbeing - Recharge Days after major milestones and busy periods - A generous personal development budget of $1000 AUD per annum - Become an owner, with shares (equity) in the company, if Heidi wins, we all win - A one-time home office setup contribution - 26 weeks paid parental leave for primary carers, 18 weeks for secondary carers - A fertility support benefit of $10,000 AUD covering IVF, egg freezing or sperm freezing - 10 days per year dedicated to supporting clinicians in maintaining accreditation - The rare chance to create a global impact as you immerse yourself in one of Australia's leading healthtech startups - If you have an impact quickly, the opportunity to fast track your startup career!

• Review and assess clinical safety concerns raised by customers, applying clinical judgement to determine severity and scope • Investigate concerns end-to-end: gather evidence, identify root causes, document findings, and communicate outcomes back to customers with empathy and clinical credibility • Use AI platforms to investigate and reproduce reported clinical output issues • Own cases through to resolution, including following up with customers to gather missing information or clarify reported issues • Coordinate with internal teams - including engineering, product, and medical knowledge - when investigation reveals issues outside Clinical Safety's remit, while retaining ownership of the customer-facing concern • Contribute to regular safety reporting, including volume tracking, root cause trends, and emerging patterns • Help maintain and improve clinical safety documentation — including investigation protocols, known issue logs, and internal reference materials • Identify opportunities to improve how we work and raise them with the team • Support the assessment of regulatory reportability for global clinical safety concerns, distinguishing between clinically significant events, near misses, and non-reportable issues • Escalate ambiguous or time-sensitive cases to senior Clinical Safety colleagues within required timelines • Build your understanding of global medical device regulations and how they apply to AI-generated clinical documentation

• 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.

• 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.

• Own and close a defined book of business across the Quebec - Maritime healthcare market • Run full-cycle sales processes from discovery to close, including multi-stakeholder and executive-level deals • Partner closely with SDRs and BDRs to convert high-quality leads into vertical building opportunities and closed revenue • Conduct deep discovery to understand clinical workflows, operational constraints, incentives, and hidden pain points • Deconstruct complex clinical and operational processes to clearly articulate where Heidi creates leverage and ROI • Deliver sharp, compelling product demos and presentations tailored to specific customer use cases • Build and manage a healthy pipeline using a mix of outbound, inbound, and product-led signals • Navigate procurement, legal, and security conversations with confidence and precision • Collaborate tightly with Product, Marketing, Operations, and Customer Success to drive deal momentum and successful handoffs • Continuously refine messaging, positioning, and deal strategy to out-execute incumbents and outperform the market

• SEO Strategy and Research: Size organic search opportunities per country and language. Research priority keywords per locale aligned to intent and funnel. • Localisation Framework: Create briefs and style guides, then coordinate with local growth managers to ensure cultural fit and regulatory accuracy, among others • International Tech SEO: Audit and recommend improvements re: hreflang, language and region selectors, canonical rules, URL patterns, crawl budgets, and sitemaps. • On-page Multilingual Optimisation: Generate a pipeline for adapting titles, schema, and internal linking per market. Run locale-specific tests eg content types, CTAs, etc. • Measurement and AI enablement: Build GA4 dashboards per market. Track clicks, CTR, engagement, and conversions.

• Create motion graphics and animated assets for brand, product, and social content. • Explore and help define motion principles, transitions, and visual behaviours that feed into brand guidelines. • Support brand guideline development, testing motion styles, typography in motion, pacing, and tone. • Produce content for multiple platforms and aspect ratios, including social and product-led formats. • Collaborate with editors to enhance films with motion elements, titles, and graphic systems. • Help adapt and localise motion content for different markets. • Organise and maintain motion assets, templates, and shared files. • Contribute ideas during creative development and early concept stages. • Occasionally support light pre-production tasks such as visual references and style frames.

• Content creation: Write high-quality, search-optimised content including blog posts, landing pages, and guides designed specifically to improve organic and AI search visibility, user engagement, and sign-ups. • Keyword research: Conduct thorough keyword, competitor, AIO, and SERP analyses to identify high-value search terms and content opportunities. Align keyword strategy closely with user intent to drive qualified website traffic. • Content experimentation: Test new content strategies, formats, and topics to uncover untapped growth opportunities. Evaluate results to continuously improve content performance and organic reach. • On-page optimisation: Improve content quality by optimising meta titles, meta descriptions, headings, and body copy, ensuring alignment with SEO best practices to maximise visibility and click-through rates. • AI automation: Leverage AI to implement solutions that streamline day-to-day task management, such as generating assets, coordinating translations, publishing workflows, and updating content masterlists, among others.

• Domain Prospecting: Identify and qualify high-relevance, authoritative domains and webpages aligned to priority topics and URLs. • Link-building Campaigns: Run personalised email sequences to secure guest posts, quoted mentions, resource inclusions, etc. with agreed anchors and target URLs. • Quality Validation: Verify dofollow, indexation, topical relevance, and placement quality by logging proofs, remediating changes, etc. (no paid/low-quality schemes) • Outreach Automation: Pitch data stories or expert commentary to journalists and publishers while using tools to speed up prospecting, enrichment, sequencing, and QA and preserving human personalisation. • Progress Reporting: Track pipeline, response rates, placement rates, link velocity, referral traffic, and ranking impact, among others (surface insights fortnightly)

• Manage the day-to-day accounts payable and expense operations, including invoice review, coding, approvals, and payment processing across all Heidi entities. • Serve as the main point of contact for vendors, resolving inquiries and discrepancies quickly and professionally. • Lead the rollout and adoption of new bill and expense management tools and automation systems. • Develop and document both process improvements and standard operating procedures to improve accuracy, efficiency, and financial controls within the procure-to-pay process. • Collaborate cross-functionally to develop and enforce company-wide spend policies. • Contribute to the month-end close process by preparing reconciliations and reporting key activities. • Support audits by ensuring accuracy and completeness of all accounts payable documentation and process controls