Support Engineer

We are looking for a Level 2 Support Engineer with a junior development background who is keen to grow into a hybrid role spanning technical support and QA.

You’ll act as a technical escalation point for Level 1 support, working closely with the Governance Lead, developers and the Product teams. When the support queue is quiet you’ll be part of our wider QA team testing our platform, raising defects and suggesting improvements. This role is ideal for someone early in their career who wants broad exposure across the software lifecycle in a digital health environment.

Responsibilities and Accountabilities

Technical Support (Level 2)

• Investigate and resolve escalated technical issues from Level 1 support
• Contact patients and other platform users to learn more about issues and communicate progress.
• Analyse logs, APIs, and application behaviour to identify root causes
• Provide clear, structured feedback to engineering and product teams
• Support incident management and post-incident reviews

Quality Assurance & Testing

• Execute manual test cases across web and backend systems
• Validate bug fixes and new features prior to release
• Help improve test coverage, documentation, and QA processes
• Develop new automated tests where appropriate.

Technical & Development Support

• Assist developers by reproducing bugs and verifying fixes
• Maintain technical documentation and internal knowledge bases
• Learn healthcare compliance basics (e.g. data protection, clinical safety)