Savannah Informatics: Junior Software Developer - Technical Support.
Nairobi, Kenya - Full Time.
Position: Junior-Mid Level Hire.
About Us
Savannah Informatics is a Kenyan e-Health software company
founded by clinicians and finance specialists to deliver interoperable,
connected solutions for healthcare facilities, organizations, and
regions.
Our vision is to enable a better healthcare future for Kenya through the pioneering use of information technology and knowledge creation.
We are a company with great ideas and employees. Working across various customer’ sites, our work epitomizes the future we foresee in the East African health sector: efficiency, higher value, better quality, and outcomes for patients and other consumers of health. Our customers partner with Savannah in delivering challenging projects, thus believing in the capabilities of our employees.
The Savannah team is made up of medical doctors, project managers, and software engineers, who have a common aspiration of transforming the region’s health care.
If you share in our motivation, vision, and aspirations, check out the careers page of our corporate website.
Job Description
We are looking for a candidate who will work as a Technical Support Software Developer to be the first point of contact for service requests or incidents reported to the Service Desk and/or Contact Center. Every incident has a skill tier, and it is up to you to quickly classify the incident and either resolve it or escalate it to the appropriate engineering team if necessary.
In this role, you take pride in providing timely and quality customer support and ensure that customers are impressed at every interaction. The problems you’ll encounter are complex and the solutions might be configuration, database-level, or even code-level. It’s an immense responsibility, but one that can put you on the fast track to career advancement.
Responsibilities
This individual will be responsible for:
- Serve
as the first point of contact for contact center users and customers
reporting service requests or incidents.
- Ensure
timely and professional responses to customer inquiries, demonstrating a
commitment to quality customer support.
- Impress
customers by effectively solving both simple and complex technical
problems, and going above and beyond to exceed expectations.
- Classify
incidents based on their skill tier and take appropriate action to resolve
them or escalate them to the appropriate engineering team if needed
- Explore
and discover the root causes of issues, exploring source code, databases,
logs, and traces to provide accurate and effective solutions.
- Maintain
ownership of incidents throughout the resolution process, ensuring timely
updates and closure with the customers
- Continuously
grow your product knowledge, both in breadth and depth, to better support
customers and resolve technical issues efficiently.
- Strong
teamwork and collaboration with the customer experience team, engineers,
and other stakeholders with the ability to work effectively with
cross-functional teams.
- Proficient
in documenting customer interactions, troubleshooting steps, and solutions
accurately and comprehensively, plus also contributing to knowledge base
articles to improve self-service options for customers.
- Continuously learning, sharing knowledge, and staying updated with engineering trends and technologies.
Requirements
Qualifications
- Bachelor's
degree in Computer Science, Information Technology, or a related science
field.
- Proven
knowledge and hands-on experience in software development, programming
languages, and technical terminology.
- Proficiency
in database query languages (e.g., SQL or similar).
- Familiarity with development operating systems, with particular emphasis on macOS or Linux.
Skills
The ideal candidate for this position should have the following skills:
- Familiarity
with programming languages like Python/Django for analyzing source code or
debugging issues.
- Strong
understanding of software systems, databases, and networking principles.
- Understanding
and experience of Git version control system concepts for managing code
changes and collaborating with development teams.
- A
customer-focused mindset with a commitment to delivering exceptional
customer support.
- Proficiency
in remote desktop tools such as TeamViewer, Remote Desktop Protocol (RDP),
or VNC for providing remote assistance.
- Experience
with ticketing systems like Jira,Fresh Desk, Service Now, or Zendesk for
incident management and tracking.
- Strong
attention to detail to ensure accuracy in diagnosing and resolving
technical issues.
- Capacity
to handle multiple incidents simultaneously based on urgency and impact
- Aptitude
for digging deep to uncover underlying causes of problems and develop
effective solutions.
- Thoroughness
in documenting incidents and maintaining detailed records.
- Proactiveness
in identifying recurring technical issues and proposing proactive
solutions to prevent future occurrences.
- Initiative
to seek out opportunities for process improvements and contribute to the
overall enhancement of technical support services.
- Flexibility and adaptability to navigate through evolving technical environments and changing priorities.
Are you the one we are looking for?
We are looking for motivated and independent-thinking individuals. The ideal candidate for us is a quick learner, able to pick up the nuances of a complex domain fast. They are intellectually curious and have done many interesting things.
If you believe that you have serious and relevant skills, demonstrate possession of the skills we need, have a winning attitude, and the ability to learn fast, then we would like to hear from you.
We embrace an informal but fast-paced work environment that values openness, rapid feedback, and the contributions of every team member, regardless of rank. If you value innovation, collaboration and creating impact in the Healthcare sector, Savannah Informatics is the right place for you.
Benefits
- Great
mission and company culture
- Impact
work across the Healthcare sector
- Growth
Opportunities
- Market
Competitive Salary
- Health
and Medical