At a Glance
- Tasks: Solve technical puzzles and support users with our innovative software.
- Company: Join Paloma, a mission-driven tech company transforming autism and ADHD care.
- Benefits: Enjoy competitive salary, 37 days leave, and remote work flexibility.
- Other info: Be part of a supportive culture focused on career growth and well-being.
- Why this job: Make a real impact in healthcare while developing your tech skills.
- Qualifications: 3+ years in technical support and strong coding knowledge required.
The predicted salary is between 35000 - 45000 € 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.
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.
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 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 (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.
- Comprehensive compensation, including:
- Competitive Salary 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.
- NHS discounts, including the Blue Light Card (as we are an NHS provider).
Equality & Diversity
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.
Accommodations
We’re glad to accommodate candidates who need adjustments throughout the hiring process. We encourage you to be open about the adjustments you need, so we can adapt our interview process accordingly.
Safer Recruitment & Pre-Employment Checks
Paloma Health ensures that supporting people to be safe is at the heart of our work and a key priority across all areas of the organisation. As part of our pre-employment checks, you will be asked to complete a Disclosure and Barring Service (DBS) check. Depending on your role within the business, this will be at either an Enhanced, Standard, or Basic level. We are committed to safer recruitment practices and expect all applicants to share our dedication to safeguarding.
Application process
Please apply via our website. We understand that applying for a new job requires significant effort, and we appreciate your time. We look forward to reviewing your application.
Join us and be part of our journey to revolutionise access to NHS autism and ADHD care!
Technical Support Agent in London employer: Paloma Health
Paloma Health is an exceptional employer dedicated to transforming access to autism and ADHD care, offering a strong culture of well-being, transparency, and career development. With a hybrid working model in London, employees enjoy a supportive environment that prioritises professional growth, comprehensive benefits including 37 days of annual leave, and the opportunity to make a meaningful impact in the healthcare sector. Join us to be part of a mission-driven team that values your contributions and invests in your future.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Agent in London
✨Tip Number 1
Network like a pro! Reach out to people in your field on LinkedIn or at industry events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for the interview by researching Paloma and its mission. Show us you’re passionate about transforming autism and ADHD care – it’ll make you stand out!
✨Tip Number 3
Practice common technical support scenarios. We want to see how you troubleshoot issues, so role-play with a friend or use mock interviews to sharpen your skills.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and show us you’re genuinely interested in joining our team.
We think you need these skills to ace Technical Support Agent in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Technical Support Agent role. Highlight your relevant experience, especially in technical support and any coding skills you have. We want to see how you can contribute to our mission!
Show Your Problem-Solving Skills:In your application, share examples of how you've tackled complex technical issues in the past. We love candidates who can think critically and solve puzzles, so let us know how you've done this before!
Be Clear and Concise:When writing your application, keep it straightforward and to the point. Use clear language to describe your experiences and skills. We appreciate clarity, and it helps us understand your fit for the role better.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to see what you bring to the table!
How to prepare for a job interview at Paloma Health
✨Know Your Tech Inside Out
Make sure you brush up on your technical skills, especially in C# and SQL. Be ready to discuss how you've used these in past roles, as well as any experience with cloud platforms like AWS or GCP. This will show that you're not just familiar with the tools but can also apply them effectively.
✨Understand Paloma's Mission
Familiarise yourself with Paloma’s mission to improve autism and ADHD care. Being able to articulate why this mission resonates with you will demonstrate your passion for the role and the company. It’s all about showing that you’re not just looking for a job, but that you want to be part of something meaningful.
✨Prepare for Problem-Solving Questions
Expect to tackle some real-world scenarios during your interview. Think about past experiences where you solved complex technical issues or improved processes. Use the STAR method (Situation, Task, Action, Result) to structure your answers clearly and effectively.
✨Ask Insightful Questions
Prepare a few thoughtful questions to ask at the end of your interview. This could be about the team dynamics, the tools you'll be using, or how success is measured in the role. It shows that you’re genuinely interested and have done your homework, which can set you apart from other candidates.
