Engineering Lead - Reliability & Cloud

Job description

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 A clinician mid-visit does not care which region an availability zone sits in. They care that Heidi is there when they press record, and that the note is waiting when they finish. Two million patient visits a week now depend on that being true. This role leads the team that makes it true. You'll own Heidi's cloud platform and our reliability practice as one function: the infrastructure everything runs on, the SLOs we hold ourselves to, the on-call rotation that answers when they slip, and the tooling that lets every engineer at Heidi ship without filing a ticket. You'll lead a small team of cloud and reliability engineers, and you'll still be close enough to the systems to be useful at 3am. What you’ll do - Lead and grow the platform team covering cloud infrastructure and reliability. Set direction, run hiring, coach engineers through hard technical calls and make sure the on-call load is sustainable rather than heroic. - Own Heidi's multi-region cloud footprint end to end: compute, networking, data stores, Kubernetes, identity and the infrastructure-as-code that defines all of it. Clinical data lives in-region, and your architecture is what keeps that promise across the US, UK, Canada, Australia and Europe. - Set the reliability bar and hold it. Define SLIs and SLOs with the product teams that own each service, run error budgets that actually change roadmap decisions, and report honestly when we spend one. - Run incident response and make it better every time. Own severity definitions, escalation paths, comms to health system customers during an outage, and blameless post-incident reviews where the follow-ups get finished. - Partner with the Release Manager and engineering leads to sharpen how Heidi ships: feature flags, canary and staged rollouts, and rollback paths that get exercised before they're needed. Move deployment frequency and change lead time without moving change failure rate. What you'll need - Significant experience running cloud infrastructure or SRE teams at scale, including time leading engineers. A regulated environment (healthcare, fintech, clinical technology) is a strong plus. - Deep, current, hands-on skill with a major cloud provider, Kubernetes, Terraform or equivalent IaC, and modern observability stacks. You still read the dashboards yourself. - A real reliability practice behind you: SLOs you defined, error budgets you enforced, incidents you commanded and post-incident reviews that changed how a system was built. - Track record designing for high availability across regions, with the failure modes, data residency constraints and DR testing that come with it. - A service mindset toward product engineers. You measure the platform by whether it makes other teams faster, not by how elegant it is. Other things to note - This role is in-office in Sydney or Melbourne. We believe in the energy and focus of being in the room together. - You'll be in the on-call rotation you design. Leaders here carry the pager. - You'll work closely with the Head of Engineering, Security and product engineering leads, with real influence over how Heidi runs globally. How we show up - Build for the next decade, not next quarter. Our targets are outrageous on purpose. The world's health doesn't have the luxury of incrementalism. - Lead, don't wait. We treat tomorrow's problems today. Sometimes we build what's needed before it's wanted, and we're fine with that. - Follow the evidence. Trust the patient. We pursue truth relentlessly. But when the subjective and objective disagree, we treat the patient, not the numbers. Ego is a comorbidity we can't afford. - Own the outcome. Everyone here carries the company. Raise problems with solutions, solve them end-to-end, and never be a bystander. - Ship, measure, go again. A button today, a workflow tomorrow. More iterations beat better planning. We're precise at pace, not reckless. - Live in clinicians' reality. Not the ideal workflow, the twenty-patients-before-lunch actual one. We build for exhausted humans, and we'd better be decent ones while we do it. Why Heidi? You’ll join a team focused on real-world impact over imaginary valuations and glossy PR. We live and breathe the challenges of modern health systems, and are laser-focused on exacting the change we’d like to see. We’re medicos, engineers, builders, and designers who’ve felt the moral and practical toll of what non-care feels like. True A-players progress extremely fast here. The nature of the scale-up game is demanding, but we value sustainable performance and mental health. You're trusted to perform, and you set your schedule. We operate on outcomes > inputs, not process theatre. We all take the bins out, metaphorically and literally. Building what we’re building isn’t always easy. But we didn’t choose easy, we chose to build something that actually matters. We hold ourselves to a higher standard because healthcare demands it. If you join Heidi, you recognise that the deeper question isn’t whether AI can solve the global healthcare crisis, but whose hands will shape it. The work is hard, but you will trust and admire the people you work beside, and rest easy knowing you’re doing the defining work of your career. We take care of you. We offer a $1,000 annual learning and development budget, a $150/month health and wellness allowance, a $500 home office budget, 26 weeks paid primary parental leave and 18 weeks paid secondary parental leave, fertility support up to $10,000, four weeks of work from anywhere per year, and serious equity.