![Jacaranda Health Logo](https://storage.hirehive.com/user/Company_11069/jacaranda_health.gif?sv=2024-05-04&st=2026-02-02T00%3A40%3A07Z&se=2026-05-03T00%3A40%3A07Z&sr=b&sp=r&rscd=inline%3Bfilename%3D"jacaranda_health.gif"&sig=FDaxQJ%2BU207WYUpo7D09Yb3OiNODCd5tSPa8W1dKflA%3D)
About Jacaranda Health
Jacaranda Health’s mission is to improve maternal and newborn health outcomes in the public health system. Through innovative AI-driven technology and human-centered solutions, we partner with governments to scale impactful, data-driven interventions. These solutions include PROMPTS, an AI-enabled platform for mothers, and MENTORS, a facility-based training program equipping frontline nurses with lifesaving skills and knowledge. Our innovations and partnerships have reached over 3 million women across 1,100+ health facilities. As we expand across Kenya, Nigeria, and Ghana, we are looking for dynamic leaders with a passion for impact to help us transform the future of maternal health.
Jacaranda Health is an equal opportunity employer. We welcome applications from qualified candidates regardless of race or ethnicity, colour, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and any other protected characteristics.
About the team
The Technology Department at Jacaranda Health is where innovation meets impact. Our team of dedicated software and machine learning engineers designs, builds, and scales life-saving platforms, including PROMPTS, MENTORS, and PULSE, that drive our mission to improve maternal and newborn health outcomes. We collaborate closely with governments and global partners to deliver secure, integrated solutions that strengthen national health systems. Guided by data-driven decision-making and a culture of continuous learning, we are committed to pushing the boundaries of digital health and creating sustainable impact across Africa and beyond.
About the role
The Support Engineer will be responsible for providing first-line and second-line technical support for Jacaranda Health’s digital platforms, with a primary focus on the PROMPTS system. This role is critical in ensuring platform reliability, timely incident resolution, and effective coordination with country teams and external partners across multiple geographies.
The role will work closely with Engineering, Quality Assurance, Product, and Country teams to triage issues, support deployments, improve operational processes, and reduce production risk, particularly as Jacaranda Health continues to scale into new countries.
Location: Nairobi, Kenya.
Reports to: Technology Manager.
Direct Reports: N/A.
Terms of Engagement: One-year contract, renewable.
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.
Skills and Competencies:
Working knowledge of web-based systems, APIs and cloud platforms (AWS and/or GCP).
Familiarity with monitoring and logging tools (e.g., CloudWatch, Sentry, or similar) and ability to read and interpret application logs and error traces.
Basic understanding of databases and common system architectures.
Familiarity with Git and basic version control workflows.
Strong problem-solving and analytical skills, with the ability to prioritize in a fast-paced environment.
Clear and empathetic communication, especially with non-technical stakeholders.
Ownership, accountability, and a collaborative mindset, with a willingness to learn.
Why Jacaranda Health?
Mission-driven work:Impact the lives of millions of mothers and babies.
Innovation-forward thinking:Work with cutting-edge technology in maternal and newborn health.
High-growth organization:Be part of a rapidly scaling national and global team.
People-centric culture:Collaborate with an ambitious, passionate, and supportive team.
To Apply:
Interested candidates should submit their applications through this link – Support Engineer.
Applications will be reviewed on a rolling basis, and early submission is encouraged; no hard copies are required or accepted.
Application Deadline: 9th February 2026.