Senior Team Lead, Support Engineer (Healthcare AI)

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Team Lead, Support Engineer based in Australia.

This role sits at the critical intersection of customer experience, engineering, and product reliability, leading the team responsible for resolving the most complex technical issues faced by customers in production. You will operate as a hands-on technical leader, diving into logs, traces, and code to root-cause challenging problems while guiding a team of support engineers to do the same. The work directly impacts the reliability of a fast-scaling healthcare AI platform used across millions of patient interactions globally. Beyond incident resolution, you will help transform support insights into long-term engineering improvements, reducing recurring issues and strengthening system resilience. This is a high-ownership role in a fast-moving environment where speed, precision, and thoughtful escalation management are essential. You will collaborate closely with Product, Engineering, and Customer teams to ensure issues are not only solved quickly, but permanently prevented where possible.

Accountabilities

• Lead, coach, and develop a team of support engineers, setting high standards for technical investigation, customer communication, and escalation handling
• Own day-to-day support engineering operations including queue triage, SLA management, incident response, and case prioritization
• Act as a hands-on technical escalation point, independently diagnosing and resolving complex production issues using logs, traces, and observability tools
• Drive root-cause analysis across recurring issues and ensure insights are translated into durable fixes and product improvements
• Collaborate with Engineering and Product teams to scope, prioritize, and implement long-term reliability enhancements
• Build and maintain internal systems such as runbooks, tooling, and documentation to reduce recurring operational toil
• Recruit, onboard, and mentor new support engineers as the team scales across regions
• Establish and continuously improve team rituals, workflows, and operating rhythms to ensure consistent delivery and quality
  
  

Requirements

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• Proven experience in a support engineering, SRE, L2/L3 support, or similar technical customer-facing engineering role
• Strong ability to troubleshoot complex systems using logs, traces, observability tools, and code-level investigation
• Experience leading, mentoring, or coaching engineers in a player-coach or team lead capacity
• Excellent written and verbal communication skills, with the ability to translate technical issues into clear, structured narratives
• Strong ownership mindset with the ability to manage queue health, SLAs, and escalation outcomes independently
• Comfort working in high-stakes environments where reliability and safety are critical considerations
• Ability to think in systems and proactively reduce recurring issues through automation, tooling, and process improvements
• Experience working with modern support and engineering tools (e.g., observability platforms, ticketing systems, internal tooling)
• Bonus: exposure to SaaS or HealthTech environments, and experience with internal tooling or AI-enabled workflows
  
  

Benefits

• Competitive compensation package with equity opportunities
• Fully remote-friendly work model with flexible scheduling based on outcomes

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• Generous learning and development budget to support ongoing growth
• Health and wellness allowance to support physical and mental wellbeing
• Home office budget to create an optimal remote working setup
• Extended paid parental leave policies supporting primary and secondary caregivers
• Paid time to work from anywhere each year to support flexibility and balance
• Opportunity to work on impactful healthcare technology improving global patient care at scale
  
  

How Jobgether Works

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Why Apply Through Jobgether?

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We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.