Implementation Engineer

We're building the future of healthcare by giving every clinician the earth's finest AI Care Partner. Our platform has absorbed the administrative chaos of 175 million patient visits and supported 67 million clinical hours. Today, we support 2.8 million patient sessions a week across 190+ countries, in 110 languages and over 200 specialties.

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 capacity for care 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.

We’ve grown annual recurring revenue from $1 million to $50 million in two years.

To go further, we’ve secured US$340 million: a $100 million Series C led by Blackbird, with Phoenix Court, Point72 Private Investments and Headline, alongside a $240 million growth investment led by General Catalyst’s Customer Value Fund.

We're Heidi.

The role

Heidi is investing in a dedicated Implementations Engineer to own the stability and scale of our accounts and to build the account health infrastructure that lets us move from reactive fixes to proactive engineering.

You'll work closely with our GTM teams and report to the NA Manager of Solutions.

Customers ask for things Heidi doesn't do out of the box. One wants a write-back into an EHR we haven't connected yet. Another wants a data feed into a quality dashboard. You decide if the ask is technically feasible, you scope it and you build it as a pattern the team can deploy again. Your ownership starts at enterprise handover. It ends once the integration passes acceptance criteria, the customer signs off, you've documented the build for reuse and the account moves into hypercare or BAU support.

Success in this role looks like:

• You build it yourself. You write, configure, test and ship integrations: APIs, HL7 and FHIR interfaces, webhooks, data exports, agentic workflows.

• Your work compounds. The integration you build for one health system becomes a documented, configurable component the next account can deploy in days.

• You make the feasibility call. Sales and presales bring you customer asks. You tell them what's possible, how much effort it takes and what risk it carries before anyone commits to a date.

• You keep boundaries clean. You own customer-specific integrations. You send core product changes to engineering through the TPM as precise requirements, and you route live defects to Support Engineering with your diagnosis attached.

• People trust your translation. Customer IT and security teams treat you as a peer. The TPM hears from you which integration patterns deserve to become product.

What you'll do

Scoping and feasibility

• Join presales discovery on integration-heavy deals. Assess the customer's systems, APIs and data constraints, then give a clear answer on feasibility.

• Size the work: effort, dependencies, risks and the assumptions behind them. Your estimates feed the SOW.

• Classify each request as reuse of an existing integration, configuration, custom build, core product change or roadmap item.

• Push back on commitments you can't back with a credible plan.

• Write technical designs that FDEs, product and customer IT can all act on without rework.

Custom integration build

• Build integrations between Heidi and customer systems: EHRs, identity providers, data warehouses, scheduling and internal tools. Expect HL7v2, FHIR, REST APIs, SFTP and webhooks.

• Set up agents and agentic workflows that connect to customer data and fit their clinical and operational workflows.

• Own technical testing, support customer UAT and run technical go-live.

• After go-live, monitor the integration and iterate with the customer's integration team.

Building for reuse

• Design each build as a configurable component. Parameterize customer-specific logic and keep configuration separate from code.

• Maintain the team's shared library of connectors, integration patterns and runbooks.

• Document each build so another engineer can deploy, support or extend it without you.

• Spot repeat asks across customers and bring them to the TPM as candidates for productization.

Technical partnership

• Act as the technical lead with customer IT, security and integration teams.

• Give Compliance the technical input and evidence they need for security questionnaires, privacy reviews and IT assurance. Compliance owns those processes, and Security, Privacy and Clinical Safety keep approval authority.

• Plan work around customer governance gates: clinical safety sign-off, privacy approval and change-control windows.

Handover and scope control

• Review the signed SOW, discovery notes, architecture, acceptance criteria and risk log before build begins.

• Return a handover if a blocking risk, unclear scope or unsupported commitment prevents a credible plan.

• Route material scope changes through the CSM, SE and AE before you commit work or dates.

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