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.
Triage and investigate escalated technical issues related to our internal platform and patient workflows. This includes Code-Level Analysis, like reading and debugging C# code to identify the root cause of bugs before escalating to the core development team.
Write SQL queries to verify data integrity, fix stuck clinical pathways, or generate ad-hoc reports for the product team.
Document bugs clearly with reproduction steps and work closely with developers to prioritise fixes.
Use scripting languages (type-script/bash/Google App-Script) and low-code tools to automate repetitive tasks, processes and integrating tools.
Work with our central functions to configure and integrate internal software tools across marketing, customer support, and people. This includes AI awareness, specifically how to get the best out of AI tools embedded in these internal software tools and how best to leverage them.

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.
Capable of understanding and analysing C# code
Write SQL queries (Postgres and BigQuery dialects)
Solid understanding of REST APIs and web services
Experience with the Google Cloud platform and its monitoring tools.
Familiar with Claude-Code, including Skills and hooks.
Bachelor's degree in Computer Science, Engineering, or a related field (desired but not essential).

Salary of £55,000 per year with some flexibility based on experience
Annual salary reviews, ensuring they are competitive
5% employer pension contribution
Equity compensation through Share Options in Paloma Health
Private Medical Insurance
Employee Assistance Programme
Home Office Equipment Allowance
Professional Registration Fees Allowance for clinicians
37 days of annual leave. This is 28 standard days, plus eight bank holidays, plus your birthday off.
Option to buy an additional 5 days per year (giving a maximum of 42 days)
Where required, 2 days per year of special leave, for events that can happen in life, whether personal or family-related
A premium performance company laptop
NHS discounts, including the Blue Light Card (as we are an NHS provider).

Technical Support Agent – Level 3

Key skills