Terms of Reference

Posted: 2026-06-18 22:48:00  Deadline: Not Specified   Full-time   Salary: Not Specified

Savannah Informatics is seeking a Junior Software Developer - Technical Support to serve as the first point of contact for service requests and incidents reported through the Service Desk or Contact Center. The successful candidate will provide exceptional customer support, diagnose and resolve technical issues, investigate software and database related problems, and collaborate with engineering teams to ensure timely resolution of customer concerns. This role offers an excellent opportunity to grow within a fast paced healthcare technology environment while contributing to impactful digital health solutions across East Africa.

Key Responsibilities

Serve as the first point of contact for users and customers reporting service requests or incidents.
Provide timely, professional, and high quality customer support across all interactions.
Classify incidents according to skill tier and resolve or escalate them appropriately.
Investigate technical issues by analyzing source code, databases, logs, and system traces.
Maintain ownership of incidents throughout the resolution process and ensure customers receive regular updates.
Continuously expand product knowledge to improve troubleshooting and support capabilities.
Collaborate closely with customer experience teams, engineers, and other stakeholders.
Accurately document customer interactions, troubleshooting activities, and resolutions.
Contribute to knowledge base resources that improve customer self service options.
Stay current with emerging technologies, engineering trends, and best practices.

Qualifications

Bachelor's degree in Computer Science, Information Technology, or a related science field.
Demonstrated knowledge and practical experience in software development and programming concepts.
Proficiency in database query languages such as SQL.
Familiarity with Linux or macOS operating systems.
Understanding of Git version control concepts and collaborative development workflows.

Key Competencies

Familiarity with Python, Django, or similar technologies for debugging and source code analysis.
Strong understanding of software systems, databases, and networking principles.
Customer focused mindset with a commitment to delivering exceptional support experiences.
Experience using remote support tools such as TeamViewer, Remote Desktop Protocol, or VNC.
Familiarity with ticket management platforms such as Jira, Freshdesk, ServiceNow, or Zendesk.
Strong analytical, troubleshooting, and problem solving skills.
Ability to manage multiple incidents simultaneously while prioritizing effectively.
Attention to detail in diagnosing issues and maintaining accurate documentation.
Proactive approach to identifying recurring issues and recommending preventive solutions.
Adaptability and willingness to learn in a rapidly evolving technical environment.

Benefits

Great mission and company culture.
Opportunity to create impact across the healthcare sector.
Professional growth and career advancement opportunities.
Market competitive salary.
Health and medical benefits.

Application Process

Interested and qualified candidates should submit their applications online through the following: Junior Software Developer - Technical Support Application Link

Official Job Description: https://www.savannahinformatics.com/careers/openroles/technicalsupportengineer

Savannah Informatics Careers Page: https://www.savannahinformatics.com/careers

Only shortlisted candidates will be contacted.