Technical Support & Operations Agent (Level 3)

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 here: https://www.childrenscommissioner.gov.uk/blog/childrens-commissioner-warns-of-invisible-crisis-as-delays-and-inequalities-laid-bare-among-children-with-neurodevelopmental-conditions/

 

Since launching, we have:

• 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 fantastic consumer-like experience of healthcare
• 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. Combined, their previous companies have treated over 1 million NHS patients in the last 15 years!

 

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 & Operations Agent to join our Engineering Team. In partnership with Product and Operations, our Engineering Team develops and mains 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 C# 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.
• Automation: Use scripting languages (type-script/bash/Google App-Script) and low-code tools to automate repetitive tasks, processes and integrating tools.
• Tools Management: 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.

 

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  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.

 

Desired but not essential skills and experience include:

Bachelor's degree in Computer Science, Engineering, or a related field.

• Extensive scripting experience with Bash, Python or JavaScript.
• Familiarity with the Google Workspace Admin console and Google Apps Script.
• Experience with n8n.io (or any Low-Code platform)

 

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. 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 £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

• 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. Our recruitment processes are designed to ensure we appoint individuals who align with our values and will help maintain a safe and supportive environment for everyone we work with.

 

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!