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.

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.

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 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

Technical Exposure

• 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

Why join Paloma?

• 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
• 37 days of annual leave (including bank holidays and birthday)
• A premium performance company laptop

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.