Junior Software Developer – Technical Support

Savannah Informatics, a leading Kenyan e-Health software company founded by clinicians and finance specialists, is seeking a talented Junior Software Developer – Technical Support to join their growing engineering team in Nairobi. This is a unique opportunity to sit at the intersection of software development and customer experience, serving as the critical first line of defence for service requests and incidents reported through the Service Desk and Contact Center.

In this role, you will be responsible for triaging, classifying, and resolving complex technical incidents — ranging from configuration issues to database-level and code-level problems. You will work within a fast-paced healthcare technology environment where your contributions directly impact the quality of care delivery across Kenyan health facilities. This position offers a genuine fast-track to career growth for driven, technically curious individuals who take pride in delivering exceptional customer outcomes.

• Serve as the first point of contact for contact centre users and customers reporting service requests or incidents via the Service Desk.
• Classify incidents by skill tier and make swift decisions to resolve them at your level or escalate to the appropriate engineering team.
• Investigate root causes of technical issues by exploring source code, databases, application logs, and system traces.
• Provide timely, professional, and high-quality responses to customer inquiries, consistently exceeding expectations.
• Maintain full ownership of incidents from initial report through to resolution and customer closure confirmation.
• Document all customer interactions, troubleshooting steps, and resolutions accurately and comprehensively in the ticketing system.
• Contribute to internal knowledge base articles and self-service resources to reduce recurring incident volumes.
• Collaborate cross-functionally with the customer experience team, backend engineers, and product stakeholders to deliver lasting solutions.
• Continuously expand your product knowledge — both breadth and depth — across the Savannah Informatics platform suite.
• Stay current with engineering trends, healthcare IT developments, and emerging technologies relevant to the role.

• Demonstrate ability to read, understand, and navigate source code to identify and resolve technical issues at a code or configuration level.
• Show proficiency in querying and troubleshooting relational databases (e.g., PostgreSQL, MySQL) to diagnose data-related incidents.
• Apply structured problem-solving skills to classify, triage, and resolve multi-layered software incidents under time pressure.
• Communicate complex technical findings clearly and concisely to both technical and non-technical stakeholders.
• Write thorough technical documentation including incident reports, resolution notes, and knowledge base contributions.
• Demonstrate experience or strong academic foundation in software development (preferably Python, Go, JavaScript, or similar).
• Work effectively within cross-functional teams, showing initiative, ownership, and a collaborative attitude.
• Exhibit familiarity with healthcare information systems, HL7/FHIR standards, or e-Health platforms (advantageous but not mandatory).
• Hold a Bachelor's degree in Computer Science, Software Engineering, Information Technology, or a closely related field.

Savannah Informatics offers a competitive compensation package in line with Kenyan market rates for junior technical roles in the health-tech sector. The estimated monthly salary for this position ranges between KES 60,000 – KES 100,000, commensurate with qualifications and experience. The company is known for investing in employee development and offering a stimulating, mission-driven work environment.

Ideal candidates are recently graduated or early-career software developers who are passionate about healthcare technology and enjoy solving complex, real-world problems. You thrive in a customer-facing technical role, are comfortable diving into code and databases to find answers, and take personal pride in the quality of your work. You are self-driven, eager to learn, and see technical support as a strategic stepping stone to a broader engineering career.

Do not apply if you are looking for a purely backend or product development role with no customer interaction, or if you are uncomfortable with the accountability of owning and resolving incidents end-to-end. This role requires patience, communication discipline, and genuine enthusiasm for health IT.

• Visit the Savannah Informatics careers page or the job platform where this posting is listed.
• Prepare an updated CV highlighting your technical skills, relevant academic projects, and any prior support or development experience.
• Submit your application through the official application portal — no fees are required at any stage of the recruitment process.
• Shortlisted candidates will be contacted for a technical assessment followed by a structured interview process.
• Note: Never pay for any notarisation, certificate, or assessment as part of any recruitment process.