Graduate Technical Support Agent

About the role

If you love solving puzzles, querying data, 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 a Graduate 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 Graduate Technical Support Agent 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) by helping them with SaaS tool administration, technical queries and configurations. If you demonstrate success in this role, you can progress to our Technical Support Agent role, potentially including management of additional hires for 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 degree (or expected degree) in Computer Science, Engineering, Maths, Physics or a related technical field
• Strong communication skills, both written and verbal
• Interest in supporting users with technical challenges, incl. troubleshooting and configuration.
• Foundational understanding of web applications, APIs, and cloud infrastructure through coursework, projects, internships, or self-learning
• Comfortable learning new technologies and working in a fast-paced environment
• Strong analytical thinking and at

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 (e.g. 1-2 office days) on request. Reporting to: VP of Technology, Avishai Gurt About Paloma In 2024, our founders, Mark and Darshak, were shocked to find that children needing an NHS autism or ADHD assessment were waiting 4-10 years for these assessments. Delayed assessments result in children being more likely to develop mental health conditions and fall behind in education. Furthermore, the much-needed pre/post-assessment support (outside of ADHD medications) is typically not funded by the NHS. These long waits have built up due to increased recognition and understanding of neurodevelopmental conditions and a lack of investment and innovation within the NHS to meet the growing demand. Mark and Darshak, with their 25 years of combined NHS experience, including building services that have treated over 1,000,000 patients in obesity & ophthalmology, founded Paloma to change this. Our mission is to make NHS autism and ADHD assessments and care accessible within 4 weeks of a GP referral, and, in turn, help every child achieve their potential. As of May 2026, we have successfully reduced waits to 3 months by; Taking a product-first approach to redesign the care pathway to give families a more consumer-like experience of care Our in-house product, engineering and AI team building our own autism and ADHD specific electronic patient record and AI documentation tool to free clinicians from their significant documentation burden to re-focus on supporting families Investing in expanding the clinician workforce and upskilling them in new ways of working. We are proud that Paloma is: Loved by families, with 4.9 out of 5 Trustpilot and Google ratings Care Quality Commission (CQC) registered and quality-focused Clinically-led, with a team of 130 people, including over 80 clinicians supporting families through their assessment journey. We are hiring 100+ more roles over the next 12 months. A community of passionate, mission-driven and innovative team members who challenge the status quo and test and learn from new ideas and approaches. Backed by leading healthcare investors Triple Point and Heal Capital What's next? Whilst we have reduced wait times, it is estimated that up to 500,000 children are still waiting for an NHS autism or ADHD assessment. We won't rest until this comes down. We want to build new services to support families and children diagnosed with autism or ADHD who feel lost after their assessments when the NHS is no longer there for them.

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