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Support Engineer
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Job Description
About
At , we believe every person should be able to access support—no matter where they live. Our platform powers chat services on WhatsApp for organisations delivering health and wellbeing services at scale across the Global South.
We've helped global leaders like WHO, and national health departments (South Africa, India, Brazil) transform access to care. Now we're scaling our work with for-profit health companies that are redefining how healthcare is delivered—digitally, affordably, and at scale.
We're a small, global and remote team, from Cambodia to Colombia and everywhere in between. We deeply care about our customers. Transparency and openness are key to us, where everyone is able to voice and contribute to decisions — big or small. We value a good work-life balance, kindness, empathy and caring about humans.
Role Overview
We're seeking Support Engineer in the EMEA timezone to join our team. You will reporting directly to our Technical Customer Success Manager. Your everyday work will directly help organisations have life-improving conversations, globally. Your day-to-day will include solving complex technical queries from customers, including communication with internal team mates as well as externally with technical members of our customers.
Sounds like the next role for you? Apply with your resume and cover letter telling us why you're interested in working with us.
What You'll Do
While startup roles often expand beyond their initial scope, we've outlined the core responsibilities as follows:
- Provide technical support to customers, addressing and resolving complex issues to ensure timely resolution.
- Provide operational support for customers ensuring stability on their chat services.
- Manage and prioritise escalated issues from the customer support team.
- Write tests and automate QA processes for diagnosed issues.
- Work closely with Product engineering teams to ensure critical issues are addressed promptly.
- Lead the resolution of major incidents affecting customers.
- Conduct thorough root cause analysis for recurring issues and incidents and implement solutions to prevent future occurrences.
- Based on types of bugs and issues faced, provide feedback to the product team on how the product can be improved and develop QA processes to catch similar issues in the future.
- Share knowledge and best practices to improve the overall effectiveness of the technical support team.
- Write documentation and how-to guides for internal understanding as well as contribute to.
What We're Looking For
We're seeking an independent, optimistic problem-solver who can manage multiple priorities and is genuinely passionate about social impact and mission-driven work.
- You are excited about using your skills to have a positive social impact.
- A degree in Computer Science or Engineering, or equivalent experience.
- At least 2 years experience as a developer with expertise in Elixir, LiveView, Python, Javascript, React, GraphQL, and PostgreSQL or other similar technologies.
- You love to help customers and make things better. You do that best by debugging, troubleshooting and fixing complex technical issues.
- You love to automate and systemise how things are done.
- You are a resilient and flexible person, and are excited to work in a small, remote team with a diverse and global customer base.
- The ability to communicate in another language is useful, but not a hard requirement.
What We Offer
- Remote-work with some in-person touch points
- "Calm Fridays": most Fridays we only work for half a day and leave the rest of the day to our personal lives
- 4 weeks of PTO (personal time off) + all the public holidays in your country of residence
- Stock options
- Yearly company-wide retreats in beautiful places around the world
Apply with and tell us why you're interested in working with
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