Customer Support Engineer

Customer Support Engineer

The Role

You will be a key part of Lyrebirds UK Customer Support function, acting as the in-region technical support lead for clinicians and NHS Trust users. Your focus is to ensure smooth day-to-day operation of the product, resolve technical issues quickly, and provide confident, responsive support during UK business hours. You will work closely with Customer Success, Product, and Engineering teams to support trust rollouts, troubleshoot issues, and improve the experience for clinicians using Lyrebird in real clinical settings. This is a hands-on role with high ownership and direct customer interaction.

About Us

Lyrebird Health is an AI-driven ambient scribe and clinical documentation platform. We help hospitals and health systems reduce administrative burden, speed up documentation, and improve care quality by turning real clinical conversations into accurate notes that flow into the EPR and other downstream systems. We already work with leading NHS Trusts and international hospital groups.

What you’ll do

• Act as the primary support contact for UK-based clinicians and NHS Trust users during UK working hours.

• Handle phone and video calls with clinicians and operational users, providing clear, calm, and practical support.

• Diagnose and resolve technical issues across product usage, configuration, and workflows.

• Own issues end-to-end, from first report through resolution and follow-up.

• Support onboarding, training sessions, and trust rollouts alongside Customer Success teams.

• Work closely with Product and Engineering to escalate bugs, provide context, and help prioritise fixes.

• Feed common issues, patterns, and customer insights back into documentation, FAQs, to help improve internal processes.

• Act as the voice to UK customers raising product feature requests and improvements to product and engineering teams

• Act as a trusted, reliable point of contact for UK customers, helping build confidence as Lyrebird expands across the NHS.

What you’ll bring

• Experience in a technical support, support engineering, or customer success role.

• Strong technical troubleshooting skills and the ability to work across a range of issues.

• Confidence speaking directly with customers and clinicians over phone and video.

• High ownership and initiative - comfortable working independently with limited supervision.

• Clear written and verbal communication skills.

• Organised and reliable, with strong follow-through on open issues.

At Lyrebird, you won’t just write code - you’ll help shape the future of the human experience.

If you want to pioneer, to create, and to see your work touch lives directly, we’d love to hear from you.

We’re building a team that reflects the diversity of the people who’ll benefit from our work. We want Lyrebird to be a place where everyone feels safe, supported, and able to thrive. If you’re from an underrepresented background in tech, we especially encourage you to apply - even if you don’t meet every single requirement.