Technical Support Engineer
AI summary
Triomics is hiring a Technical Support Engineer to own production health and customer issue resolution across oncology EHR deployments. The role involves investigating data ingestion, document processing, AI extraction, and UI issues, while communicating clearly with clinical users. The position is full-time, based in Uganda, and requires 3+ years of technical support or production operations experience at a SaaS or data platform company.
- Own end-to-end production issue resolution across oncology EHR deployments
- Work with SQL, Grafana/Temporal, AWS/Azure, and multi-service backend systems
- Communicate directly with clinical users in non-technical language
- Full-time role based in Uganda with mid-level experience requirement
- Opportunity to build support processes and tooling from scratch
AI job guide
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AI salary guide
Not enough public dataNot enough public salary data is available for this exact role. Before applying, prepare to ask about gross pay, benefits, contract length, probation period, transport and any allowances.
Can you qualify for this role?
- Required3+ years of relevant experienceThe job post includes a minimum experience signal.
- PreferredPractical evidence in technology, Technical Support, Solutions EngineeringThe tags and summary point to skills connected with this role.
- RequiredAvailability to work in Not specifiedThe vacancy is associated with this location.
- UnclearComfort with the Full Time contract termsConfirm hours, duration, probation and benefits at the original source.
Documents to prepare
- Likely requiredUpdated CV
- Role specificCover letter or short employer message
- OptionalProfessional references
- VerifyID or passport only after verifying the employer
Application tips for this job
- Place your strongest Technical Support Engineer evidence in the first half of your CV.
- In your cover letter or employer message, connect your experience to Triomics and the role in Not specified.
- Add concrete examples related to technology, Technical Support, Solutions Engineering, ideally with measurable outcomes or clear responsibilities.
- Follow the instructions from BrighterMonday Uganda; avoid sending documents to unofficial contacts or copied links.
- Confirm the deadline, interview location and employer contact before sharing personal documents.
- Prepare a polite question about pay, benefits and contract terms for later interview stages.
Source and safety check
- BrighterMonday Uganda
- Original source link available
- Application method is clear
- Deadline not specified
- No major risk signal was detected in the captured text.
Never pay for interviews, shortlisting, medical checks, uniforms, or job placement. Confirm every application at the original source before sharing personal documents. Report suspicious listing.
Interview preparation
- What experience makes you a strong fit for this Technical Support Engineer role in technology, Technical Support?
- How have you handled responsibilities similar to those in this job post?
- Are you available to work in Not specified under the listed contract or schedule?
- Prepare examples with clear responsibilities, tools used and measurable outcomes.
- Review the source and research Triomics before the interview.
Ask what the first priorities will be in the role and how success will be measured.
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Original source description
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- Technical Support Engineer
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- IT, Software & Data
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- Full Time
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Experience
- Level:
- Mid level
- Length:
- 3 years
- Language Requirement:
- English
- Working Hours:
- Full Time - 8 to 5
- Applicant
- Location:
- Uganda
- Job descriptions &
- is a plus but not required
- with data pipelines - can distinguish data quality issues from application bugs
- Familiarity with Kubernetes and containerized deployments
- On-call and incident response
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Requirements
About Triomics
Triomics is building the agentic AI layer for oncology EHRs. Cancer hospitals spend billions on highly trained staff manually reading unstructured patient records - pathology reports, clinical notes, genomic panels - to power workflows like trial matching, registry curation, visit prep, and quality reporting. We replace that manual work with task-driven AI agents that sit inside the EMR and process records at scale, in real time.
Our platform is trusted by the 4 of the top 10 Best Hospitals for Cancer by U.S.News and several of the largest community practices.
We have grown 10x in the last year and process millions of oncology medical documents monthly.
Our investors include Lightspeed, General Catalyst, Nexus Venture Partners and Y-Combinator.
Role
Own day-to-day production health and customer issue resolution across our deployments. Issues here range from data ingestion failures and document processing pipeline errors to AI extraction accuracy problems and clinical UI bugs. You investigate, resolve what you can, escalate the rest with full context, and communicate clearly with clinical teams who depend on the platform daily.
3+ years in technical support, solutions engineering, or production operations at a SaaS or data platform company
Can query SQL databases, read application logs through Grafana or Temporal, navigate AWS or Azure infrastructure, and trace issues through a multi-service backend
Strong written communication for both technical teams and non-technical clinical users
Comfortable building processes from scratch
Responsibilities
- Investigate production issues end-to-end: trace across EHR data ingestion, document processing pipelines, AI extraction services, and application layer to classify root cause and resolve or escalate with full diagnostic context
- Monitor production systems across multiple customer deployments and cloud environments - catch pipeline failures, data quality drops, and extraction accuracy regressions before customers report them
- Communicate with clinical users (research coordinators, tumor registrars, data managers) - provide clear status updates and honest ETAs in non-technical language
- Build support infrastructure: define triage workflows, write runbooks for common failure modes (document ingestion errors, refresh inconsistencies, model output issues), set up monitoring dashboards and alerting
- Identify recurring issue patterns and translate them into product or engineering priorities
- Train additional support engineers as the function scales
Preferred Qualifications
- Built support tooling (ticketing, monitoring, runbooks) at an early-stage company
- Healthcare technology