IT Engineer

About Heidi

Heidi is revolutionizing healthcare by developing advanced AI tools that support clinicians and improve patient care worldwide. Over 18 months, our AI products have streamlined administrative tasks for 73 million patient visits. Currently, we facilitate over 2.5 million weekly patient sessions across more than 190 countries. Our mission is to enhance healthcare capacity and reinforce the crucial human connection at its core.

Role Overview

We are seeking a skilled IT Engineer to oversee and expand our device infrastructure globally, ensuring secure, efficient systems that scale with our growth. This role involves managing the entire device lifecycle from acquisition to decommissioning and offering technical support to our team.

Key Responsibilities

• Lead device and app management by administering Mobile Device Management (MDM), coordinating global device logistics, and developing application deployment methods including scripting for installation, updates, and configuration.
• Enhance security by creating and enforcing device management policies, overseeing device networking, managing access controls on critical platforms, administering password managers and compliance tools, and securing account credentials.
• Automate and optimize onboarding workflows, enabling new hires to quickly access necessary hardware, software, and communication channels.
• Establish and maintain an internal IT helpdesk, delivering effective technical support and developing self-service resources to minimize disruptions.
• Implement and oversee an IT asset management system to maintain accurate hardware, software, and license inventory ensuring compliance and efficient resource allocation.
• Design scalable infrastructure processes to manage operational bottlenecks, integrate automation, and maintain thorough documentation. This may include handling office IT needs such as video conferencing and network systems.
• Collaborate closely with Engineering, Operations, and other departments to understand their technology requirements and implement effective solutions.

Candidate Profile

• A motivated, proactive individual who thrives on problem-solving and building strong relationships.
• Proven experience in technical support or IT helpdesk roles with ability to diagnose and resolve hardware and software issues.
• Hands-on familiarity with device management platforms (e.g., JumpCloud), compliance tools (e.g., Vanta), and managing access across different platforms like Microsoft, cloud services, and Google Admin.
• Experience automating user onboarding and IT operational processes.
• Understanding of device networking principles and management.
• High level of organizational skill to track and manage device logistics across multiple global locations.
• Excellent communication skills to clearly articulate technical concepts.
• Bonus: Experience establishing IT functions from scratch or leading end-to-end IT projects.

Our Values and Culture

• We build solutions with a long-term vision, aiming for significant impact rather than short-term gains.
• We take initiative to solve future challenges today, often creating solutions before demand arises.
• Our decisions are driven by evidence and empathy, prioritizing patient care over data ego.
• Each team member owns outcomes fully, resolving problems proactively and completely.
• We value rapid iteration and learning from usage rather than prolonged planning.
• We empathize with the real-world challenges clinicians face, building tools that reflect actual workflows and exhaustion.

Benefits

• Annual learning and development allowance of $1,000.
• Monthly health and wellness stipend of $150.
• Home office setup budget of $500.
• Paid parental leave: 26 weeks for primary caregivers, 18 weeks for secondary caregivers.
• Fertility support funding up to $10,000.
• Opportunity to work remotely from any location for four weeks per year.
• Equity participation in the company.