Support Engineer

At Turn.io, we believe every person should be able to access support—no matter where they live. Our platform powers chat services on WhatsApp for organisations delivering health and wellbeing services at scale across the Global South.

We’ve helped global leaders like WHO, and national health departments (South Africa, India, Brazil) transform access to care. Now we’re scaling our work with for-profit health companies that are redefining how healthcare is delivered—digitally, affordably, and at scale.

We’re a small, global and remote team, from Cambodia to Colombia and everywhere in between. We deeply care about our customers. Transparency and openness are key to us, where everyone is able to voice and contribute to decisions — big or small. We value a good work‑life balance, kindness, empathy and caring about humans.

Role Overview

We're seeking Support Engineer in the GMT+1 to 3 hours timezone to join our global team. You will report directly to our Technical Customer Success Manager. Your everyday work will directly help organisations have life‑improving conversations, globally. Your day‑to‑day will include solving complex technical queries from customers, including communication with internal teammates as well as externally with technical members of our customers.

Sounds like the next role for you? Apply with your resume and cover letter telling us why you're interested in working with us.

What You’ll Do

While startup roles often expand beyond their initial scope, we've outlined the core responsibilities as follows :

• Provide technical support to customers, addressing and resolving complex issues to ensure timely resolution.
• Provide operational support for customers ensuring stability on their chat services.
• Manage and prioritise escalated issues from the customer support team.
• Write tests and automate QA processes for diagnosed issues.
• Work closely with Product engineering teams to ensure critical issues are addressed promptly.
• Lead the resolution of major incidents affecting customers.
• Conduct thorough root cause analysis for recurring issues and incidents and implement solutions to prevent future occurrences.
• Based on types of bugs and issues faced, provide feedback to the product team on how the product can be improved and develop QA processes to catch similar issues in the future.
• Share knowledge and best practices to improve the overall effectiveness of the technical support team.
• Write documentation and how‑to guides for internal understanding as well as contributing to knowledge bases.

What We're Looking For

We're seeking an independent, optimistic problem‑solver who can manage multiple priorities and is genuinely passionate about social impact and mission‑driven work.

What We Offer

Sounds like the next role for you? Apply with your resume and cover letter telling us why you're interested in working with Turn.io.

How to Apply

If you are excited about this opportunity and improve lives one conversation at a time, we’d love to hear from you! Please apply below.

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