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.
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.
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.
Support the administration and licensing of our internal SaaS tools, e.g. across customer support, marketing and HR software systems.

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 attention to detail.
You should have some exposure to, or interest in learning:
SQL and relational databases (e.g. PostgreSQL, BigQuery)
Reading and understanding application code (preferably C#)
REST APIs and web services
Cloud platforms such as AWS, GCP, or Azure
Debugging tools, logs, and monitoring systems
Desired but not essential skills and experience include:
Internship, placement year, or project experience in a technical or support role
Scripting experience with Python, JavaScript, Bash, or Google Apps Script
Familiarity with low-code tools such as N8N, Make, or Zapier
Interest in AI-enabled tooling and developer workflows.

A strong and positive culture that prioritises staff well-being, transparency, and career development. This includes quarterly development conversations and clear career progression pathways.
Protected time and budget for team connection, learning, and community-building.
Comprehensive compensation, including:
Salary of £40,000 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
A unique annual leave benefits package which includes:
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
Additional benefits include:
A premium performance company laptop
Equity compensation through Share Options in Paloma Health for employees working at least 32 hours per week with Paloma.
NHS discounts, including the Blue Light Card (as we are an NHS provider).

Technical Support Agent

Key skills