Software Implementation Engineer

We’re Heidi. We're building the future of healthcare by giving every clinician the earth's finest AI Care Partner. In just 18 months, our clinical AI products have absorbed the administrative chaos of 73 million patient visits. Today, we support over 2.5 million patient sessions a week across 190+ countries. 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 healthcare capacity 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. If you don’t choose easy and you want to build something way bigger than yourself, then choose the challenge, choose Heidi.

The role

The Software Implementation Engineer is a hands-on technical delivery role at the centre of complex NHS deployments. At Heidi, the CSM owns the customer from day one: the relationship, the rollout plan, the path to renewal. The Implementation Engineer is the technical arm they lean on: the person who personally configures SSO with the customer's IT team, sets up and provisions tenants, delivers EHR integrations through to go-live, configures agents and custom builds, and gives every technical problem a fast diagnosis and the right owner — fixing what is configuration, and handing confirmed product defects to Support Engineering, who own and drive their resolution. You are the reason launches don't stall on technical topics. The remit is deliberately broad: anything to do with getting an account set up, configured and optimised is yours, from account configuration and MFA through to integration build and iteration, rather than being split across several specialist roles. Clinical training and adoption sit with Clinical Enablement, not here. Your ownership begins upon acceptance of the enterprise handover. It ends when the agreed technical scope has passed its acceptance criteria, customer sign-off has been recorded, the final configuration has been documented and the implementation has transferred into hypercare or BAU support. You are technically credible in front of a CIO, precise in what you hand to engineers, and relentless about closing the loop — and you translate what customers need technically into clear, prioritised asks for the Technical Program Manager (TPM), who owns the integration roadmap and prioritisation. Success in this role looks like: Hands-on delivery — you personally set up, configure and validate the technical footprint of an account: identity, provisioning, integrations, agents, data flows. Not coordinated — done. Technical ownership — every technical problem at your accounts gets a fast diagnosis and a clear owner. What is configuration or implementation, you fix; what is a product defect, Support Engineering owns and drives — you hand it over with the diagnosis attached and do not shadow the ticket. CSMs never have to diagnose or route technical problems themselves. Fast unblocking — technical blockers that would stall a launch for weeks get diagnosed, sequenced and resolved in days, because you understand the problem and know exactly who has to do what. Clean boundaries — you hand net-new build work to FDEs as precise, prioritised requirements they can act on without rework, and you route live product defects to Support Engineering with a proper diagnosis attached — you don’t hoard work that belongs elsewhere, and you don’t toss problems over walls. Trusted translation — customer IT and security teams treat you as a peer; the Technical Program Manager (TPM) gets integration gaps and technical priorities from you they can act on, and product hears a clear, prioritised signal. This is a delivery-accountable role, so your job is to make the technical side of every account work: identity live, tenants configured, integrations delivered, agents built, security questions answered, and technical problems solved before they become escalations. What you’ll do Technical Onboarding & Account Setup Own the technical setup of new enterprise accounts end to end: tenant and workspace configuration, user provisioning and seat structure, environment readiness. Configure SSO with the customer’s IT team — SAML / OIDC against Okta, Microsoft Entra and NHS identity infrastructure — including MFA and conditional-access alignment. Drive network and device readiness: whitelisting, VDI and shared-device constraints, mobile device management, so clinicians can actually use Heidi on day one. Work directly with customer IT to clear whatever is blocking a swift deployment: deployment questionnaires, IT vetting, access requests, environment prerequisites. Integration Delivery Receive the validated integration design and signed SOW from presales. Confirm implementation prerequisites, elaborate the agreed design where necessary, configure the Heidi components, perform technical testing, support customer UAT and execute the technical go-live activities within the implementation plan you own. Translate the agreed SOW and technical design into precise, prioritised implementation requirements; hand net-new build to FDEs in a form they can act on without rework, own the account-side delivery around it, and surface integration gaps to the Technical Program Manager. Raise any requirement that is missing, materially different or genuinely out of scope through formal change control before work proceeds, rather than absorbing scope creep silently. Provide credible estimates, identify dependencies early and give the CSM evidence-based status and recovery options. You own the integrated technical plan, customer-facing delivery dates and dependency escalation. After go-live, keep working with the trust integration team to iterate and optimi