Technical Support Agent

About the role

If you love solving puzzles, querying data, automating processes and helping users, this role is for you! You won't just be closing tickets; you will be investigating code, querying databases, and analysing logs to diagnose complex logic errors. We are looking for an experienced Technical Support Agent to join our Engineering Team. In partnership with Product and Operations, our Engineering Team develops and maintains the Paloma Portal, our AI-enabled patient pathway and record system, and our in-house SaaS platforms. As our first Technical Support hire, you will: Act as a Level 3 Agent, resolving all technical issues with the Paloma Portal in partnership with the software engineering team Support our central functions (e.g. people, talent, operations) to be more efficient by owning and administering our internal SaaS platforms and integrations, covering everything from customer support, knowledge base, HR and applicant tracking systems. If you demonstrate success in this role, you can progress to our Senior Technical Support Agent, including potentially taking on management of additional hires into the team.

Responsibilities

• Deep-Dive Investigation: Triage and investigate escalated technical issues related to our internal platform and patient workflows. This includes Code-Level Analysis, like reading and debugging code to identify the root cause of bugs before escalating to the core development team.
• Data Forensics: Write SQL queries to verify data integrity, fix stuck clinical pathways, or generate ad-hoc reports for the product team.
• Feedback Loop: Document bugs clearly with reproduction steps and work closely with developers to prioritise fixes.
• SaaS tool administration: You will support the administration and licensing of our internal SaaS tools, e.g. across customer support, marketing and HR software systems.
• Qualifications and experience
• A minimum of three years of technical support experience working in a company, preferably in a fast-paced environment, e.g. in scaleups
• Able to communicate clearly and efficiently with external users and internal stakeholders (written and verbal)
• Solid understanding of web application architecture and cloud infrastructure.
• Technical skills and experience should include:
• Capable of understanding and analysing code (Preferrably C#)
• Write SQL queries (Postgres and BigQuery dialects)
• Solid understanding of REST APIs and web services
• Experience with Cloud platform and its monitoring tools (AWS, GCP or Azure).
• Familiar with Claude-Code, including Skills and hooks.
• Desired but not essential skills and experience include:
• Bachelor's degree in Computer Science, Engineering, or a related f

Benefits

Additional Information

Time commitment: Full-time . Location: Hybrid is preferred, working 3 days in the London office (Mondays, Wednesdays, Thursdays) and 2 days at home per week . We will consider alternative arrangements on request.. Reporting to: VP of Technology, Avishai Gurt About Paloma Paloma's mission is to make children's autism and ADHD assessments and care available on the NHS within 4 weeks of GP referral. We are making this possible by setting a new standard for high-quality autism and ADHD care, building great software & AI tools, and investing in clinicians' learning & development. Mark and Darshak founded Paloma due to their frustration that families are waiting 4-10 years for NHS children's autism and ADHD assessments. This crisis in NHS children's neurodevelopmental services has been highlighted by the Children's Commissioner for England here: https://www.childrenscommissioner.gov.uk/blog/childrens-commissioner-warns-of-invisible-crisis-as-delays-and-inequalities-laid-bare-among-children-with-neurodevelopmental-conditions/ Since launching, we have: Grown a fantastic team of 120 people, of whom over 80 are clinicians supporting families through their assessment journey. To meet the needs of families, we are recruiting over 100 more people over the next 12 months Raised £5m pre-seed funding from leading healthcare investors (Triple Point Ventures and Heal Capital), helping us to invest in our technology and our team Achieved financial sustainability How is Paloma Health different from other Neurodevelopmental providers? Our clinical quality: We are clinically led, Care Quality Commission (CQC)- registered, measure our outcomes, and continuously improve our pathway for families and clinicians. Our internal product & engineering team, who build fantastic software to: Give families a fantastic consumer-like experience of healthcare Free our clinicians from documentation to focus on supporting families Our strong culture: including transparency, a sense of community, and supporting staff career development The experience of our founders, Dr Mark Jenkins & Darshak Shah, who have previously built tech-enabled NHS obesity and ophthalmology services. Combined, their previous companies have treated over 1 million NHS patients in the last 15 years!

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at palomahealthuk? Share your experience