Support Engineer at Jacaranda Health

What You’ll Do:

• Platform Operations & Production Support: Provide day-to-day production support for the PROMPTSplatform across Ghana and partner-supported countries, including Nigeria, Tanzania, and Senegal. Ensure platform stability, availability, and reliable performance in live environments.
• Incident Management & Technical Triage: Serve as the first point of contact for technical issues raised by country teams, partners, and internal stakeholders. Triage, reproduce, document, and appropriately escalate bugs and incidents to the relevant Engineering teams, ensuring timely resolution.
• System Monitoring & Proactive Issue Detection: Work closely with the Quality Assurance team to monitor system health dashboards, logs, and alerts. Proactively identify, flag, and escalate potential issues before they impact end users or service delivery.
• Release Support & Environment Validation: Support release activities by validating fixes and changes across staging, preview, and production environments. Collaborate with Engineering and Quality Assurance to confirm release readiness and minimize deployment risks.
• Stakeholder Communication & Coordination: Coordinate incident and outage communications, providing clear, timely updates on issue status, mitigation actions, and resolution timelines to both internal and external stakeholders.
• Quality Assurance & Testing Collaboration: Partner closely with the Quality Assurance team to support regression testing, release verification, and post-deployment validation, ensuring that fixes meet quality standards and do not introduce regressions.
• Documentation & Knowledge Management: Maintain, update, and continuously improve support documentation, runbooks, and standard operating procedures to strengthen institutional knowledge and support consistency.
• Process Improvement & Support Tooling: Contribute to the continuous improvement of support workflows, tools, and operational processes to increase efficiency, reduce resolution times, and improve overall service quality.
• On-Call & Support Coverage: Participate in on-call or scheduled support rotations as required, ensuring reliable technical coverage across supported countries and time zones.

Who you are:

What You Bring

• Bachelor’s degree in Computer Science, Information Technology, Software Engineering, or a related field (or equivalent practical experience).
• 2 years of experience in a technical support, systems support, or software support role.
• Experience supporting production systems in a cloud-based environment.
• Familiarity with ticketing systems, incident management, and escalation workflows.
• Experience working with distributed teams and external partners across multiple regions is an advantage.
• Familiarity with tools like GitHub, Notion, RapidPro, and Salesforce is a plus.