Junior Software Developer - Technical Support

About Savannah Informatics

• Savannah Informatics is a leading Kenyan e-Health software company founded by clinicians and finance specialists to deliver interoperable, connected solutions for healthcare facilities, organizations, and regions across East Africa.
• Our vision is to enable a better healthcare future for Kenya through the pioneering use of information technology and knowledge creation, driving efficiency, higher value, better quality, and improved outcomes for patients and healthcare consumers.
• We are a fast-growing company with a dynamic team of medical doctors, project managers, and software engineers who share a common aspiration of transforming the region's healthcare landscape.

Key Responsibilities

• Serve as the first point of contact for contact center users and customers reporting service requests or incidents, ensuring all inquiries are handled promptly and professionally.
• Classify incidents based on their skill tier and take appropriate action to resolve them or escalate to the relevant engineering team when needed.
• Explore and discover root causes of issues by examining source code, databases, logs, and traces to provide accurate and effective solutions.
• Maintain ownership of incidents throughout the entire resolution process, ensuring timely updates and proper closure with customers.
• Continuously grow product knowledge in both breadth and depth to better support customers and resolve technical issues efficiently.
• Collaborate effectively with the customer experience team, engineers, and other cross-functional stakeholders to deliver seamless support.
• Document all customer interactions, troubleshooting steps, and solutions accurately and comprehensively, and contribute to knowledge base articles to improve self-service options.
• Engage in continuous learning and knowledge sharing to stay updated with engineering trends and emerging technologies.

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 such as SQL or similar.
• Familiarity with development operating systems, with particular emphasis on macOS or Linux.

Required Skills

• Familiarity with programming languages like Python or Django for analyzing source code or debugging issues.
• Strong understanding of software systems, databases, and networking principles.
• Understanding and experience with Git version control system concepts for managing code changes and collaborating with development teams.
• A customer-focused mindset with a commitment to delivering exceptional support and exceeding expectations.
• 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, while maintaining high quality.
• Aptitude for digging deep to uncover underlying causes of problems and developing effective, lasting solutions.
• Thoroughness in documenting incidents and maintaining detailed, accurate records for future reference.
• 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.

What We Are Looking For

• We seek motivated, independent-thinking individuals who are quick learners and able to pick up the nuances of a complex domain rapidly.
• Ideal candidates are intellectually curious and have demonstrated a track record of doing many interesting things.
• If you possess serious and relevant skills, a winning attitude, and the ability to learn fast, we would like to hear from you.

Benefits

• Great mission and company culture focused on innovation, collaboration, and creating impact in the Healthcare sector.
• Opportunity to work on impactful projects that directly improve healthcare outcomes across Kenya and East Africa.
• Significant growth opportunities within a fast-paced, supportive environment that values openness and rapid feedback.
• Market competitive salary that reflects your skills and contributions.
• Comprehensive health and medical coverage to support your well-being.