Graduate Technical Support Agent Job at London Full Time NEW

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 (e.g. 1-2 office days) on request.

Reporting to: VP of Technology, Avishai Gurt

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.

As of May 2026, we have successfully reduced waits to 3 months by;

• Taking a product-first approach to redesign the care pathway to give families a more consumer-like experience of care
• Our in-house product, engineering and AI team building our own autism and ADHD specific electronic patient record and AI documentation tool to free clinicians from their significant documentation burden to re-focus on supporting families
• Investing in expanding the clinician workforce and upskilling them in new ways of working.

We are proud that Paloma is:

• Loved by families, with 4.9 out of 5 Trustpilot and Google ratings
• Care Quality Commission (CQC) registered and quality-focused
• Clinically-led, with a team of 130 people, including over 80 clinicians supporting families through their assessment journey. We are hiring 100+ more roles over the next 12 months.
• A community of passionate, mission-driven and innovative team members who challenge the status quo and test and learn from new ideas and approaches.
• Backed by leading healthcare investors Triple Point and Heal Capital

What’s next?

• Whilst we have reduced wait times, it is estimated that up to 500,000 children are still waiting for an NHS autism or ADHD assessment. We won’t rest until this comes down.
• We want to build new services to support families and children diagnosed with autism or ADHD who feel lost after their assessments when the NHS is no longer there for them.

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.

If you demonstrate success in this role, you can progress to our Technical Support Agent role, potentially including management of additional hires for 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 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

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 £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).

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.