At a Glance
- Tasks: Investigate technical issues, analyse code, and support users with our innovative software.
- Company: Join Paloma, a mission-driven tech company transforming autism and ADHD care in the NHS.
- Benefits: Enjoy competitive salary, 37 days leave, private medical insurance, and equity options.
- Other info: Dynamic work culture with opportunities for career growth and professional development.
- Why this job: Be part of a team making a real difference in children's healthcare with cutting-edge technology.
- Qualifications: 3+ years in technical support, strong coding and SQL skills, and a passion for problem-solving.
The predicted salary is between 40000 - 50000 £ per year.
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. 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 consumer‑like experience of healthcare and 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.
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.
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.
Key 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.
- 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 (Preferably 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 field.
- Scripting experience with Bash, Python, JavaScript or Google AppScript.
- Familiar with any Low‑Code platforms (N8N, Make, or Zappier).
Why join Paloma?
You will be part of a mission‑driven organisation that’s transforming access to autism and ADHD care in England. For all employees, we offer:
- A strong and positive culture that prioritises staff well‑being, transparency, and career development.
- Protected time and budget for team connection, learning, and community‑building.
- Competitive Salary based on experience with annual salary reviews.
- 5% employer pension contribution and Equity compensation through Share Options.
- Private Medical Insurance and Employee Assistance Programme.
- Home Office Equipment Allowance and Professional Registration Fees Allowance for clinicians.
- 37 days of annual leave (including bank holidays and birthday) with an option to buy 5 more.
- A premium performance company laptop and NHS discounts (Blue Light Card).
Paloma Health is an equal opportunity employer committed to diversity and inclusion in the workplace and throughout the application process. We do not discriminate based on any protected characteristic. As part of our pre‑employment checks, you will be asked to complete a Disclosure and Barring Service (DBS) check.
Technical Support Agent London employer: Meeveem Limited
Paloma Health is an exceptional employer dedicated to transforming autism and ADHD care in England, offering a strong culture of transparency, community, and career development. With a hybrid work model, competitive salaries, generous annual leave, and a commitment to employee well-being, Paloma fosters an environment where staff can thrive while making a meaningful impact on families in need. Join us in our mission to provide timely and high-quality assessments and care, and enjoy the unique opportunity to grow within a rapidly expanding team of passionate professionals.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Agent London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Meeveem Limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Meeveem Limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Technical Support Agent London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Meeveem Limited:Your cover letter is your chance to shine! Tell us why you want to work at Meeveem Limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Meeveem Limited!
How to prepare for a job interview at Meeveem Limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
