The Client Success Representative will ensure exceptional client support and maximize their experience with our solutions and products. Serving as the primary contact, you will manage relationships, drive product improvements, and advocate for client needs within our organization. This role demands a passion for healthcare technology, excellent communication skills, and a commitment to delivering... outstanding customer service.

Responsibilities

Client Success & Account Management​:


Serve as the principal contact for assigned clients, ensuring they receive ongoing support and assistance from Savannah.
Maintain accurate and detailed records of client interactions, scheduled visits, training plans, and other relevant details in the CRM database.
Conduct regular visits and document interactions with clients to ensure effective communication and support.
Provide first-line account management for clients and assist the Customer Success team in resolving client queries and support issues efficiently.
Identify and refer potential sales opportunities and client issues to Sales and Account Managers and Savannah’s commercial team as needed.
Work closely with Sales and Account Management teams to ensure timely renewal of client contracts and agreements.
Participate in out-of-hours support as required to uphold Savannah’s commitment to client satisfaction.


Client Advocacy:


Serve as the voice of the client within Savannah, advocating for their needs, concerns, and collecting feedback to identify trends, patterns, and areas for improvement to share to relevant internal teams
Champion client success stories and testimonials to showcase the value of Savannah’s solutions.
Proactively monitor client satisfaction and engagement levels, identifying at-risk clients and developing strategies to mitigate churn rate
Develop and implement retention initiatives, such as customer loyalty programs or personalized outreach campaigns, to strengthen client relationships.
Facilitate the onboarding process for new clients, ensuring a smooth transition and successful adoption of Savannah’s solutions.
Develop and deliver training sessions, webinars, and educational materials to empower clients to effectively utilize Savannah’s products and services.
Provide ongoing support and guidance to clients throughout their lifecycle, addressing any questions or challenges they encounter
Work collaboratively with Sales, Marketing, Product Development, and Support teams to align strategies and initiatives to optimize the overall customer experience.
Participate in cross-functional projects and initiatives aimed at improving internal processes, systems, and workflows to better serve clients


Product Development and Management:


Collaborate with Savannah’s management team, software developers, business analysts, relationship managers, and customer experience teams to plan, design, develop, test, and maintain solutions that deliver value to clients.
Gain a deep understanding of Savannah’s applications, their structure, and how clients utilize them to excel in the market.
Prepare reports, manuals, and documentation on the status, operation, and maintenance of Savannah’s solutions.
Work with engineering and operations teams to standardize, scale, and enhance Savannah’s products and services based on client feedback and requirements.
Analyze user feedback and make recommendations to management for technology improvements, upgrades, and modifications.
Conduct systems analysis to identify opportunities for improving client operations, efficiency, and productivity.
Provide recommendations to management on relationship management issues to increase productivity and efficiency


Performance Metrics and Reporting:


Define and track key performance indicators (KPIs) for customer success, such as client retention rates, satisfaction scores, and renewal rates.
Prepare regular reports and dashboards to communicate customer success metrics, trends, and insights to internal stakeholders.
Utilize data analytics tools and platforms to derive actionable insights and make data-driven decisions to enhance customer success initiatives.


Cross-functional Collaboration:


Work collaboratively with Sales, Marketing, Product Development, and Support teams to align strategies and initiatives to optimize the overall customer experience.
Participate in cross-functional projects and initiatives aimed at improving internal processes, systems, and workflows to better serve clients


Qualifications:


A bachelor's degree in Business, Marketing, or a related field is preferred. Relevant certifications or additional education are beneficial.
A minimum of 1-2 years of experience in client success, account management, or sales roles, preferably in a related industry.
Proven track record in managing client relationships, driving revenue growth, and achieving sales targets. more

We are looking for a candidate who will work as a Technical Support Software Developer to be the first point of contact for service requests or incidents reported to the Service Desk and/or Contact Center. Every incident has a skill tier, and it is up to you to quickly classify the incident and either resolve it or escalate it to the appropriate engineering team if necessary. 
In this role, you... take pride in providing timely and quality customer support and ensure that customers are impressed at every interaction. The problems you’ll encounter are complex and the solutions might be configuration, database-level, or even code-level. It’s an immense responsibility, but one that can put you on the fast track to career advancement.


Responsibilities


This individual will be responsible for:
Serve as the first point of contact for contact center users and customers reporting service requests or incidents.
Ensure timely and professional responses to customer inquiries, demonstrating a commitment to quality customer support.
Impress customers by effectively solving both simple and complex technical problems, and going above and beyond to exceed expectations.
Classify incidents based on their skill tier and take appropriate action to resolve them or escalate them to the appropriate engineering team if needed
Explore and discover the root causes of issues, exploring source code, databases, logs, and traces to provide accurate and effective solutions.
Maintain ownership of incidents throughout the resolution process, ensuring timely updates and closure with the customers
Continuously grow your product knowledge, both in breadth and depth, to better support customers and resolve technical issues efficiently.
Strong teamwork and collaboration with the customer experience team, engineers, and other stakeholders with the ability to work effectively with cross-functional teams.
Proficient in documenting customer interactions, troubleshooting steps, and solutions accurately and comprehensively, plus also contributing to knowledge base articles to improve self-service options for customers.
Continuously learning, sharing knowledge, and staying updated with engineering trends and technologies.


Skills


The ideal candidate for this position should have the following:
Familiarity with programming languages like Python/Django and/or Golang for analyzing source code or debugging issues.
Strong understanding of software systems, databases, and networking principles.
Understanding and experience of Git version control system concepts for managing code changes and collaborating with development teams.
A customer-focused mindset with a commitment to delivering exceptional customer support.
Proficiency in remote desktop tools such as TeamViewer, Remote Desktop Protocol (RDP), or VNC for providing remote assistance.
Experience with ticketing systems like Jira,Fresh Desk ServiceNow, or Zendesk for incident management and tracking.
Strong attention to detail to ensure accuracy in diagnosing and resolving technical issues.
Capacity to handle multiple incidents simultaneously based on urgency and impact
Aptitude for digging deep to uncover underlying causes of problems and develop effective solutions.
Thoroughness in documenting incidents and maintaining detailed records.
Proactiveness in identifying recurring technical issues and proposing proactive solutions to prevent future occurrences.
Initiative to seek out opportunities for process improvements and contribute to the overall enhancement of technical support services.
Flexibility and adaptability to navigate through evolving technical environments and changing priorities. more

Customer Support:

Provide technical support to customers by troubleshooting system-related issues.
Ensure prompt and effective resolution of customer inquiries and concerns.

Reporting and Documentation:

Prepare reports and documentation on customer feedback and system performance.
Maintain detailed records of customer interactions and solutions provided.

Customer Data... Analysis:

Collect and analyze customer data to identify trends, preferences, and pain points.
Use data-driven insights to recommend improvements to enhance the overall customer experience.

Feedback Management:

Monitor and manage customer feedback channels, including surveys, reviews, and social media, to gather insights and track customer sentiment.
Escalate technical issues to the appropriate teams for resolution.

Process Improvement:

Collaborate with cross-functional teams to streamline processes and enhance system functionality.
Identify opportunities for automation and efficiency improvements.

System Knowledge:

Possess a basic understanding of our systems and technology to troubleshoot and assist customers effectively.
Collaborate with the technical team to stay updated on system enhancements and updates.

Cross-functional collaboration: 

Collaborate closely with the technical teams to ensure end-to-end escalation and support is provided to the clients with technical issues resolved
 Being a team player, understanding the business goals and having the drive to actualize the business goals within and outside the current skills one may possess.

Qualifications:

A Bachelor's degree in a relevant field, such as Business and IT, Marketing, Economics, Statistics, or a related discipline.
A minimum of 1-2 years of experience in customer Experience, preferably in a related industry.
Proven track record in managing Customer expectations and building relationships.

Skills:

Excellent communication skills, both verbal and written to effectively engage with customers and internal stakeholders.
Strong interpersonal skills with the ability to empathize with customers, understand their needs, and provide appropriate solutions.
Proficiency in CRM software and other relevant tools, for managing customer and client  interactions, tracking progress, and maintaining accurate records.
Technical aptitude and ability to quickly learn and understand complex software applications and technologies.
Analytical mindset with the capability to gather and interpret data, identify trends, and derive actionable insights to enhance client success initiatives.
Proactive approach to problem-solving and conflict resolution, with the ability to manage customers expectations and mitigate issues effectively.
Flexibility and adaptability to work in a dynamic and fast-paced environment, including willingness to participate in out-of-hours support when required.
Strong organizational and time management skills to prioritize tasks, meet deadlines, and handle multiple responsibilities simultaneously.
Commitment to continuous learning and professional development, including staying updated on industry trends, best practices, and emerging technologies related to customer success and account management. more

Responsibilities
Client Success & Account Management

Build, nurture, and maintain strong long-term relationships with key decision-makers and stakeholders within client accounts by understanding their business needs, challenges, and goals to ensure they derive maximum value from our offerings
Serve as the primary point of contact for clients, ensuring their satisfaction and addressing any... issues promptly.
Collaborate to develop & execute client success strategies to enhance client satisfaction by regularly assessing trends, opportunities, and potential risks providing clients with actionable insights to improve their experience and outcomes.
Conduct regular meetings & reviews to monitor progress and identify opportunities for improvement.
Provide training and support to clients, helping them to maximize their utilization of our products and services.
Lead the onboarding process for new clients, ensuring they are well-equipped to use our products/services effectively.
Stay informed about industry trends and customer needs to provide relevant insights to clients.

Sales Performance & Execution:

Maintain and manage the full-cycle sales process, including prospecting, selling, and closing deals across the organization's products and services.
Identify upsell and cross-sell opportunities within existing accounts to drive revenue growth.
Collaborate with internal teams, including sales support, marketing, and product development, to create customized solutions for clients.
Use outbound selling strategies to find new business and close deals at or above target metrics.
Track and report on sales performance against targets and KPIs on a monthly, quarterly, and annual basis.
Utilize CRM software and other tools to manage client information, track sales activities, and streamline processes.
Analyze sales data to identify trends, drive innovation in sales approaches, and provide insights for improvement.

Coaching, Training, and Development:

Provide ongoing training and support to new sales representatives to enhance their product expertise and sales skills.
Participate in training sessions and industry conferences to improve product knowledge and sales techniques.

Compliance and Ethics:

Adhere to company policies, industry regulations, and ethical standards in all interactions.
Ensure compliance with regulations related to promotional activities, including documentation and reporting.
Maintain confidentiality of sensitive information and customer data demonstrating integrity and professionalism in all interactions.

Qualifications

A bachelor's degree in Business, Marketing, or a related field is preferred. Relevant certifications or additional education are beneficial.
A minimum of 1-2 years of experience in client success, account management, or sales roles, preferably in a related industry.
Proven track record in managing client relationships, driving revenue growth, and achieving sales targets. more

Responsibilities

Sales Strategy & Execution:

Maintain running the full-cycle sales process, including prospecting, selling, and closing deals across the organization's products and services
Implement and execute on the sales strategic plan, utilizing all available resources to penetrate assigned markets and generate revenue 
Use outbound selling strategies to find new business and close... deals at or above the target metrics.
Contribute to the evolution of sales strategies and processes by providing feedback and innovative ideas for improvement 
Collaborate with internal teams, including sales support, marketing, and product development, to develop customized solutions and proposals for clients that will evolve sales strategy & execution

Sales Performance & Analysis: 

Maintain accurate reporting and pipeline management to track sales performance towards targets & KPIs on monthly, quarterly, and annual targets 
Maintain awareness of competitor activities through review of information from the field and corporate reports
Ensure network growth by closing deals and onboarding new customers  to increase market share and revenue generation
Consistently close new business at or above quota level working collaboratively with the internal stakeholders like the sales representatives 
Use analytical reports and shared insights from stakeholders to identify areas for improvement and drive innovation in sales approaches for the team
Utilize CRM software and other tools to track sales activities, manage pipelines, and streamline processes. 

Growth & Expansion:

Identify potential businesses and customers to expand Savannah Informatics footprint by upselling and cross-selling new and existing solutions.
Develop increased market share through targeted audience identification and marketing efforts in collaboration with internal stakeholders to support the efforts.

Customer Relationship Management:

Develop and maintain relationships with customers to generate revenue and increase market share
Build, nurture and maintain strong relationships with key decision-makers and stakeholders within target accounts.
Collaborate with internal teams and external partners to foster strong stakeholder relationships and deliver exceptional customer experiences
Conduct regular meetings to assess customer satisfaction levels to quickly identify challenges that prospective customers face and discover the best solutions for their business needs through collaboration with external teams 

Product Knowledge and Demonstration:

Conduct product demonstrations to prospects and effectively communicate the value proposition of the organization’s products and services
Complete formalized training and maintain current product and market dynamics knowledge
Work collaboratively with marketing and technology departments to evolve sales strategy in response to new features and products
Stay informed about our products/services, industry trends, and customer needs to effectively communicate value propositions to prospects & clients.

Coaching, Training and Development:

Provide ongoing training and support to new Sales Representatives to enhance their product expertise and sales skills 
Participate in training sessions and industry conferences to enhance product knowledge, sales techniques, and territory management skills

Compliance and Ethics:

Adhere to company policies, industry regulations, and ethical standards in all sales activities and interactions 
Ensure compliance with regulations related to promotional activities, documentation, and reporting
Conduct job functions in a manner that promotes a high level of customer service and ethical conduct

Qualifications:

A bachelor's degree  from a related field is preferred. Relevant certifications or additional education may also be beneficial.
A minimum of 3-5 years of experience in sales, preferably in a similar industry or role, with a track record of success in meeting or exceeding sales targets

Skills:

Demonstrated success in driving revenue growth, closing deals, and achieving sales objectives, with a strong understanding of sales methodologies and best practices.
Proficiency in prospecting techniques and lead generation strategies to identify potential businesses and customers, expand market share, and drive revenue growth.
Proficiency in using Customer Relationship Management (CRM) software for tracking sales activities, managing customer relationships, and generating reports.
Excellent communication skills, both verbal and written, with the ability to articulate ideas, influence stakeholders, and deliver compelling presentations to prospects and internal teams.
Strong analytical skills, including the ability to analyze sales data, identify trends, and make data-driven decisions to improve sales performance and drive innovation.
Experience in leading or mentoring sales teams, providing guidance, support, and coaching to enhance their performance and achieve sales targets.
A customer-centric mindset with a focus on understanding customer needs, building relationships, and delivering exceptional customer experiences to drive satisfaction and loyalty.
Commitment to ethical conduct and compliance with company policies, industry regulations, and legal standards in all sales activities and interactions.

Additional Requirements:

Availability to work flexible hours, including evenings and weekends, to accommodate meetings, events, and customer engagements as needed.
Commitment to compliance with company policies, including travel expense guidelines, promotional activities, and adherence to industry regulations. more

The Director of Finance and Administration will oversee the operational, financial, and administrative aspects of the project, providing support to the Chief of Party to ensure that all project activities are implemented in a timely and cost-efficient manner and within budget of a $18-25 million investment. You will ensure compliance with contractual, USAID/USG, and local policy requirements for... management reporting, finance, and administration, reporting to the Chief of Party and may have additional matrixed reporting lines, and will also supervise project financial, operational, and administrative staff.

Key Responsibilities
Financial Management and Compliance:

Implement and uphold financial systems and policies to ensure project operations and finances comply with USAID and Savannah Informatics regulations and best practices.
Prepare annual financial reports and budgets while coordinating and reviewing partner or sub-award budget inputs.
Monitor project expenditures to maintain alignment with approved budgets.
Conduct regular analyses of project expenses to advise on cost-effective implementation strategies.

Financial Reporting and Analysis:

Supervise procurement processes for goods and services and manage project equipment and supply inventories.
Administer sub-awards/grants, consultant contracts, and vendor agreements, including the review of invoices and oversight of disbursements.

Procurement and Supply Chain Management:

Manage sub-awards/grants to ensure compliance with donor regulations and award terms.
Provide guidance and capacity building to enhance the financial management and reporting capabilities of sub-awardees.
Review and audit sub-awardees' reports, budgets, expenses, and proposals for compliance.

Financial Monitoring and Evaluation:

Monitor financial performance and progress toward project goals & objectives.
Coordinate both internal and external audits specific to the project, addressing any findings or recommendations that arise.

Coordination and Collaboration:

Foster effective communication and coordination between technical and finance/operational project teams.

​Qualifications

Graduate degree (Master’s or higher) in business administration, finance, accounting or other relevant field.
At least seven years of experience in operational and financial management of international development projects of similar size, including experience with funds management (including development and oversight of large, complex budgets), internal controls, accounting, and audits.
Substantial experience with the United States Government (preferably USAID award and financial management) required
Demonstrated expertise and knowledge of financial, regulatory, contracting, and compliance aspects of USAID-funded programming.
Skills and experience with sub-awardee/grant management, including the evaluation of proposals, budget reviews, and grant monitoring.
Experience building capacity of sub-awardee organizations in financial, administrative, and operations management.
Demonstrated competency in managing geographically dispersed teams, effective and rapid decision-making, and diplomacy/interpersonal skills; proven ability to work effectively with technical teams on financial and administrative tasks
Strong skills and experience working with relevant software, such as Microsoft Office Suite, Excel, and Quickbooks.
Experience working in Kenya is preferred.
Full professional proficiency in English, with excellent verbal and written communication skills more

The Director-MEL will be accountable for designing, executing, and maintaining systems to track, report, assess, and monitor progress towards the Digital Health Ecosystem project’s outputs/performance targets, objectives, and goals. You will have primary responsibility for ensuring high-quality and accurate data compilation, verification, validation, and reporting on project outputs that are... responsive to US Government reporting and learning requirements. You will coordinate with the Deputy Chief of Party and project staff to ensure high-quality service delivery, reporting to the Chief of Party and may have additional matrixed reporting lines and will also supervise project’s MEL staff.

Key Responsibilities
Strategic Work Plan Development and Execution:

Lead the drafting of MEL-related sections of project work plans and reports.
Oversee implementation of MEL-related activities according to approved work plans and budget constraints, ensuring adherence to deadlines and financial parameters.

Design and Management of MEL System:

Lead the creation, execution, and refinement of the project's Monitoring, Evaluation, and Learning (MEL) system.
Develop and put into action data collection processes to meet both project-specific and donor-mandated indicators.
Establish and track project targets, ensuring the timely and accurate collection of data.

Data Reporting Oversight:

Generate all necessary project data reports, including submissions for quarterly/annual reports.
Compile and submit monthly reports to donors and project stakeholders, facilitating the sharing of interim and final data for various reports and project updates.
Drive data analysis to inform discussions on project performance monitoring.

Performance Monitoring and Analysis:

Frequently and accurately monitor progress against key project indicators and objectives of the project.
Conduct thorough analysis and present findings to project leadership, identifying areas for improvement, risk areas or potential challenges.

Facilitation of Learning Initiatives:

Collaborate with project leadership and technical staff to craft a comprehensive project learning agenda.
Develop and deploy tools and materials to gather data and insights that address learning objectives.
Assist in analyzing data to draw meaningful conclusions and share findings through various mediums such as briefs, presentations, and publications.

Collaboration & Capacity Building

Provide technical guidance and capacity building to project sub-awardees, ensuring consistent and effective use of data collection and reporting protocols.
Lead regular data quality audits of sub-awardee data and offer support for participation in donor or government audits.
Act as the project's representative in MEL/data-related forums and meetings, fostering alignment with government reporting standards.
Maintain strong collaborative ties with other technical team members to address data-related requirements effectively.
Assist the project in fulfilling miscellaneous internal and external data requests on time.

​Qualifications

Graduate degree (Master’s or higher) in public health evaluation, public health, epidemiology, statistics, demography, or related field.
Minimum of 8 years of experience in MEL of USAID-funded programs of similar scope and size, with at least 4 years in a senior/coordination role.
Demonstrated experience in developing and maintaining data collection systems in Kenya at health facility and community levels, including providing technical assistance to community and facility-based health providers on data compilation and reporting.
Proven ability to develop and implement quality assurance and project performance monitoring systems, with demonstrated experience applying analytical skills to use data to identify and inform shifts in project implementation for improved quality and impact.
Proven experience leveraging new technologies and software to strengthen MEL.
Excellent proficiency in Microsoft Office Suite (Excel; PowerPoint, Microsoft Word, Outlook) required; experience with DHIS2, Tableau and/or other database or data visualization software strongly preferred.
Experience working in Kenya is preferred.
Excellent verbal and written communication skills, with full proficiency in English. more

As COP, you will steer the Digital Health Ecosystems program which aims to integrate and amplify digital health technologies across Kenya in the direction of a $18-25 million 5-year USAID investment. This position holds a dual focus: driving strategic direction and ensuring operational excellence. You will act as the primary liaison with USAID, the Ministry of Health, and other key stakeholders,... leading a dedicated team to achieve groundbreaking healthcare impacts through digital innovation.

Key Responsibilities

Strategic Leadership: Craft and execute a visionary strategy for the project, ensuring alignment with national priorities and global best practices in digital health.
Stakeholder Engagement: Foster robust partnerships with government entities, the private sector, and academia, positioning the project as a keystone in Kenya's digital health evolution.
Project Management Excellence: Oversee project implementation, ensuring milestones are met within budget and time frames, maintaining high standards of quality and compliance.
Technical Oversight: Guide the project's technical direction, leveraging your expertise in technology solutions architecture and digital health platforms like DHIS2 and OHIE.
Capacity Building: Mentor and develop project staff and partners, enhancing their capabilities to sustain and scale digital health innovations.
Data-Driven Decision-Making: Utilize analytics and evidence to inform strategic decisions, ensuring the project's goals are met with precision and impact.

Qualifications

Essential Education: Master’s degree in Computer Science, Public Health, Health Informatics, or a related field.
Experience: At least 10 years in leadership roles in USAID-funded or similar projects, with a proven track record in digital health initiatives. Extensive experience working within Kenya's health sector and with key stakeholders is crucial.
Skills: Exceptional leadership, strategic thinking, and problem-solving abilities. Proficiency in technology solutions architecture, project management, and digital health platforms is required. Excellent communication skills, both verbal and written, are essential.
Attributes: A commitment to fostering inclusive, locally-led solutions. The ability to navigate complex challenges with a collaborative, innovative approach. more

Job Description

We are looking for a skilled senior web developer who will be responsible for designing and developing web applications for our company. You will be collaborating with a team of other developers, designers, and product managers to create, maintain, and update our web applications.
You will ensure that the web applications are robust and easy to maintain. You will coordinate... with the rest of the team working on different layers of the infrastructure. Therefore, a commitment to collaborative problem-solving, sophisticated design and quality products is important.

Responsibilities 
This individual will be responsible for:

Translating a high-fidelity prototype into a format that can be rendered on a web browser with exact behavior and look. Knowledge of HTML, JS, and CSS is mandatory, and familiarity with UI libraries is required for easy manipulation of UI components.
Understanding the basic structure of how backend APIs work, especially of how RESTful and GraphQL APIs work in order to connect them to a set of screens. This would be required to connect to multiple backend services to screens to meet system requirements. 
Writing software unit tests using automated testing frameworks with an emphasis on getting maximum code test coverage (100%) and writing end-to-end tests that verify that the set of screens created is working as expected.
Ensuring that the program is up-to-date with the latest programming technologies
Maintaining healthy CI/CD pipelines to run tests, linting and managing deployments of code for UAT purposes and also for production purposes.
Actively participating in the daily standups with a clear understanding of the business goals, software requirements and ability to clearly communicate the progress being made with one's tasks.
Coordinating your work to ensure that delivery of work is based on the team's, clients' and stakeholders' expectations and within sprint duration with clear source code documentation of one's work.
Must be able to carry out brainstorming sessions with the team to discuss how certain features could be improved and/or implemented.
Gather and refine user specifications and requirements by analyzing technical needs and requirements 
Identifying problems uncovered by customer feedback and testing, and correcting or referring problems to appropriate personnel for correction.
Should have knowledge of performance monitoring and be able to carry out tasks to improve the efficiency of code.
Employing the use of scientific debugging skills to quickly identify and fix issues that affect users' ability to use any of the company's web applications.
Conferring with teams to resolve conflicts, prioritize needs, develop content criteria, or choose solutions.
Staying plugged into emerging technologies/industry trends through education, study, participation in conferences, workshops and groups, and applying them to operations and activities in your workflows.​

Skills

Familiarity with automated testing tools such as Jest, Jasmine and Cypress.
Able to implement authentication and authorization within web applications for proper role-based access.
Familiarity with RESTful/GRAPHQL APIs.
Familiarity with agile software development for delivery of software ie Scrum/Kanban.
Familiarity with modern front-end build pipelines and development tools such as Grunt, Webpack, NPM, Yarn etc.
Familiarity with code versioning tools and descriptive commit messaging i.e. git
Adequate knowledge of relational database systems, Object Oriented Programming and web application development
Hands-on experience with web developer tools, network diagnostics and network analytics tools
Basic knowledge of the Search Engine Optimization process.
Ability to understand business requirements and translate them into technical requirements.
A knack for benchmarking and optimization.
High degree of independent judgment with the ability to develop ideas and processes and clearly express them.
Able to solve complex problems via the use of first-principle thinking.

Are you the one we are looking for?

We are looking for motivated and independent-thinking developers. The ideal candidate for us is a quick learner, able to pick up the nuances of a complex domain fast. They are intellectually curious, and adaptable and they have proactively done many interesting things, even without being paid to do them.
We are open to candidates with “unconventional tech” backgrounds e.g. non-technical degrees, self-taught developers etc. If you believe that you have serious and relevant skills (despite your unconventional background), and can prove it, we’d like to hear from you. Your lack of work experience (or the converse) will not be a handicap if you can demonstrate possession of the skills we need, a winning attitude, and the ability to learn fast. more

Job Description

We are looking for a candidate who will work as a Technical Support Engineer to be the first point of contact for service requests or incidents reported to the Service Desk and/or Contact Center. Every incident has a skill tier, and it is up to you to quickly classify the incident and either resolve it or escalate it to the appropriate engineering team if necessary. 
In this... role, you take pride in providing timely and quality customer support and ensure that customers are impressed at every interaction. The problems you’ll encounter are complex and the solutions might be configuration, database-level, or even code-level. It’s an immense responsibility, but one that can put you on the fast track to career advancement.

Responsibilities
This individual will be responsible for:

Serve as the first point of contact for contact center users and customers reporting service requests or incidents.
Ensure timely and professional responses to customer inquiries, demonstrating a commitment to quality customer support.
Impress customers by effectively solving both simple and complex technical problems, and going above and beyond to exceed expectations.
Classify incidents based on their skill tier and take appropriate action to resolve them or escalate them to the appropriate engineering team if needed
Explore and discover the root causes of issues, exploring source code, databases, logs, and traces to provide accurate and effective solutions.
Maintain ownership of incidents throughout the resolution process, ensuring timely updates and closure with the customers
Continuously grow your product knowledge, both in breadth and depth, to better support customers and resolve technical issues efficiently.
Strong teamwork and collaboration with the customer experience team, engineers, and other stakeholders with the ability to work effectively with cross-functional teams.
Proficient in documenting customer interactions, troubleshooting steps, and solutions accurately and comprehensively, plus also contributing to knowledge base articles to improve self-service options for customers.
Continuously learning, sharing knowledge, and staying updated with engineering trends and technologies

Skills
The ideal candidate for this position should have the following:

Familiarity with programming languages like Python/Django and/or Golang for analyzing source code or debugging issues.
Strong understanding of software systems, databases, and networking principles.
Understanding and experience of Git version control system concepts for managing code changes and collaborating with development teams.
A customer-focused mindset with a commitment to delivering exceptional customer support.
Proficiency in remote desktop tools such as TeamViewer, Remote Desktop Protocol (RDP), or VNC for providing remote assistance.
Experience with ticketing systems like Jira, ServiceNow, or Zendesk for incident management and tracking.
Strong attention to detail to ensure accuracy in diagnosing and resolving technical issues.
Capacity to handle multiple incidents simultaneously based on urgency and impact
Aptitude for digging deep to uncover underlying causes of problems and develop effective solutions.
Thoroughness in documenting incidents and maintaining detailed records.
Proactiveness in identifying recurring technical issues and proposing proactive solutions to prevent future occurrences.
Initiative to seek out opportunities for process improvements and contribute to the overall enhancement of technical support services.
Flexibility and adaptability to navigate through evolving technical environments and changing priorities.

Are you the one we are looking for?

We are looking for motivated and independent-thinking individuals. The ideal candidate for us is a quick learner, able to pick up the nuances of a complex domain fast. They are intellectually curious and have done many interesting things.
If you believe that you have serious and relevant skills, demonstrate possession of the skills we need, have a winning attitude, and the ability to learn fast, then we would like to hear from you. more

Job Description

We are seeking a Graphic Designer who will play a key role in fulfilling the organization’s brand interests through messaging and designing visual graphics.
In this role, you will work on a range of projects related to public relations, communications, graphics design, product design, and product development to ensure that there is consistent brand display and messaging across... the organization’s platforms and products.
You will have a passion for visual storytelling and a keen eye for design aesthetics, collaborating closely with our marketing, branding, and communications teams to create engaging visual content to communicate our message to our customers and stakeholders effectively.
If you have a passion for designing and developing compelling designs, and thrive in a collaborative, fast-paced environment, we encourage you to apply for this exciting opportunity to shape the future of Savannah Informatics.

Responsibilities
Communication:

Clearly, articulate design concepts, rationale, and execution to stakeholders, ensuring alignment with project objectives and brand guidelines.
Actively participate in design critiques, brainstorming sessions, and presentations to share ideas and gather input from cross-functional teams.
Collaborate closely with project & product managers, copywriters, and other team members to ensure seamless integration of visual and verbal communication elements.

Content creation:

Develop visually striking and cohesive design concepts for various communication channels, ensuring alignment with brand identity and messaging.
Execute the production of high-quality design assets with attention to detail, consistency, and creativity.
Continuously refine and iterate on design solutions based on feedback and performance metrics to optimize effectiveness.
Translate complex ideas and concepts into visually compelling designs that resonate with our target audience.

Storytelling

Use design elements to craft compelling narratives that resonate with target audiences and communicate key messages effectively.
Collaborate with content creators to visually enhance storytelling through the integration of graphics, and illustrations for creating multimedia content and digital experiences.
Employ techniques such as visual hierarchy and composition to guide viewers through a cohesive storytelling experience.

Research

Conduct industry market research on target audience needs, trends in the industry, competitor analysis, and identify opportunities for innovative design approaches.
Research and create content around events for the year coinciding with world thematic days or international events plus also including upcoming company events
Stay informed about industry best practices, emerging technologies, and cultural trends to inform design decisions and maintain relevance.
Gather feedback from stakeholders and audience engagement metrics to inform design iterations and improvements.

Understanding Brand Guidelines: 

Understand the organization brand's tone, voice, and style guidelines to maintain consistency in messaging across all content across all the company’s products

Cross-functional collaboration: 

Coordinate with cross-functional teams to ensure design and communication materials are delivered on time and adhere to the highest quality standards.
Collaborate with different teams to understand the business goals and have the drive to actualize the goals within and outside the current skills one may possess.
Collaborate with both internal and external stakeholders to incorporate feedback shared by members to improve and refine content.

Timely Delivery:

Coordinate your work to ensure that delivery is based on the team's, clients' and stakeholders' expectations and within the sprint duration
Assist and support teams in conceptualizing and designing communication materials across different departments.
Participate in the daily standups with a clear understanding of the design requirements and the ability to communicate the progress being made with one's tasks.

Knowledge

Bachelor’s degree in a Design-related field or a similar discipline-related field
Certifications - in relevant areas such as Journalism, Communications & Design or Marketing courses can enhance a candidate's qualifications. 

Experience

Experience working as a Graphics & Design intern, assistant, or junior hire in a relevant field.
Proficiency in Adobe Creative Suite (Photoshop, Illustrator, InDesign) and other relevant design tools.
Strong understanding of typography, color theory, and layout principles.
Excellent communication and collaboration skills with the ability to effectively present and explain design concepts.
A portfolio showcasing a diverse range of design projects and creative solutions.
Experience with animation and video editing is a plus.​

Skills

Familiarity with fundamental design principles, including colour theory, typography, layout, and user experience (UX) design principles and user-centered design methodologies to create intuitive and user-friendly digital experiences across various platforms, such as websites and mobile apps.
Familiarity with principles of visual communication to create designs that effectively convey messages and resonate with target audiences.
Strong communication skills to articulate design concepts, present ideas, and collaborate effectively with cross-functional teams.
Familiarity with print and digital production processes, file formats, and technical requirements to ensure seamless execution of design projects across different mediums and channels.
A creative mindset with the ability to conceptualize, craft compelling narratives and convey complex ideas through visual elements to engage audiences effectively.
Understanding of marketing and advertising concepts, strategies, and best practices to create design solutions that effectively communicate brand messages and drive engagement.
Effective time management skills and the ability to multitask.
Attention to detail.
Professional and proactive work ethic.
Strong willingness to learn, be adaptable and flexible to support multiple departmental projects and adapt to evolving priorities more

Job Description

We are looking for an experienced DevOps engineer to operate at the interface of development and operations within our company and their involvement in each stage of a product's existence should promote efficiency and, ultimately, increased revenue.
As a DevOps engineer, you will help us build functional systems that improve customer experience. The role is critical to the... organization’s overall success, right from planning to supporting primary KPIs such as customer satisfaction and productivity. You will be integrating the project functions and resources across the product life cycle, right from planning, building, testing, and deployment to support.
If you're dedicated and ambitious and have a solid background in software engineering (familiar with Ruby or Python) we’d like to hear from you!

Responsibilities 
This individual will be responsible for:
Site Reliability Engineering (SRE)

Implement and maintain best practices for ensuring the reliability and availability of web applications and services.
Monitor system performance, troubleshoot issues, and implement proactive measures to prevent downtime.
Collaborate with cross-functional teams to develop and maintain Service Level Objectives (SLOs) and Service Level Indicators (SLIs).
Participate in incident management, post-incident reviews, and root cause analysis to continuously improve system reliability.
Monitoring the processes during the entire lifecycle for its adherence and updating or creating new processes for improvement and minimizing the wastage​

Infrastructure:

Design, build, automate and manage the infrastructure that underlies the application stack, including cloud resources (e.g., Google Cloud, AWS), servers, networks, and storage.
Strive for continuous improvement and build continuous integration, continuous development, and constant deployment pipeline (CI/CD Pipeline)
Automate infrastructure provisioning and management using tools like Terraform, Ansible, or Kubernetes.
Implement security best practices and ensure compliance with industry standards in infrastructure design.
Optimize and scale infrastructure to meet growing demand.
Identifying and deploying cybersecurity measures by continuously performing vulnerability assessment and risk management

Developer Experience:

Support and enhance the development process by providing tools and practices that improve developer productivity.
Collaborate with software development teams to set up and streamline the CI/CD (Continuous Integration/Continuous Deployment) pipeline.
Create and maintain development environments, including development, staging, and production environments.
Have the expertise and assist developers in debugging, performance optimization, and troubleshooting issues in the development lifecycle.

Tech Financial Operations:

Manage and optimize technology-related financial aspects, including budgeting, cost tracking, and cost control.
Implement and monitor cost-effective solutions for infrastructure and services, optimizing cloud resources.
Work closely with finance and procurement teams to ensure efficient allocation of technology-related budgets.
Implement cost allocation models to attribute technology expenses accurately.
Manage periodic reporting on the FIn Ops progress to the management

Skills
The ideal candidate for this position will have the following:
Deep knowledge of Linux systems

The candidate must have strong skills in Operating Systems(Linux/Ubuntu/Debian), understand their way around a UNIX shell and believe that where there is a shell, there is a way.
Good computer network skills - He/She/They understands how networks work, the OSI model and protocols including TCP/IP, UDP, ICMP, HTTP(s), DNS, DHCP, SMTP etc.

Virtualization and Containerization technologies

A deep understanding of Docker, LXD or Containerd runtimes.
Strong experience in running production applications on Kubernetes.
Comprehensive Programming Skills
Strong understanding of version control systems i.e. Git + GitLab/GitHub/Bitbucket.
Experience using popular CI/CD pipeline tools - GitLab CI/CD, Github Actions, CircleCI etc.
Strong knowledge of DBMS mainly but not limited to PostgreSQL is a must. 

Cloud-first Mindset


Proficient in Cloud computing, specifically but not limited to Google Cloud Platform and Amazon Web Services. Most of our applications are served from the cloud, therefore it is important to understand how the cloud works including products like GCE/EC2, Cloud Run/EBS, Cloud Functions/Lambda, GKE/EKS, S3/GCS, PubSub/SQS etc.


Automation Mastery

To avoid the hustle of manual tasks, it is a MUST to have an automation mindset. The main automation tool we utilize is Ansible, therefore it is super important to have strong knowledge in writing/modifying and running playbooks written in Ansible.
Must possess proficiency in infrastructure as code tools including Terraform and/or Pulumi, CloudFormation etc.
Proficiency in Kubernetes automation tools e.g. Helm v3 (mostly), Kustomize etc is also required.

Coding Proficiency

We are hiring for a person who will come in to maintain systems written with a combination of tools/libraries and programming languages, so it is important to know at least one programming language in our stack and have at least knowledge of the structure of the other languages that we use.
The backend stack is mainly written in Python(Django as the main framework, a background in any other Python framework is okay) and Golang.
Our APIs are implemented in mostly REST but newer apps utilize GraphQL. These APIs are usually deployed behind NGINX reverse proxies, except for the Go services that may be exposed directly.

Observability

We need someone with the ability to collect, analyze, and gain insights from data generated by software and infrastructure to ensure system reliability and performance. This skill includes data instrumentation, monitoring, diagnostics, automation, collaboration, and a commitment to continuous improvement. It's about understanding and improving what's happening within a system in real-time to proactively address issues and enhance overall system health.
Must have experience in running and integrating applications with observability tools such as Grafana, Prometheus, TICK stack, Google Cloud Monitoring/AWS CloudWatch, OpenTelemetry etc.

Detective Skills


We need someone who can detect, analyze, debug and follow up on issues end to end along with the effort to enhance the performance of our applications. They should be able to use either existing tools and techniques to debug and resolve issues and write up RCAs on them, which includes our monitoring stack plus Sentry and other monitoring tools.


Understand the full software stack – and go beyond


It is important to understand the whole stack in terms of how our apps are developed, deployed and maintained to be faster in reproducing and debugging errors and doing the necessary steps to resolve them. Therefore they should not be limited in terms of their knowledge, not a must at the beginning to know everything but it is important to have the will to learn.


Are you the one we are looking for?

We are looking for motivated and independent-thinking developers. The ideal candidate for us is a quick learner, able to pick up the nuances of a complex domain fast. They are intellectually curious, and adaptable and they have proactively done many interesting things, even without being paid to do them.
We are open to candidates with “unconventional tech” backgrounds e.g. non-technical degrees, self-taught developers etc. If you believe that you have serious and relevant skills (despite your unconventional background), and can prove it, we’d like to hear from you. Your lack of work experience (or the converse) will not be a handicap if you can demonstrate possession of the skills we need, a winning attitude, and the ability to learn fast. more

Job Description

As a Community Management  professional, you'll be an integral part of our developer-focused team. Your primary mission is to build strong relationships with developers, foster a vibrant developer community, and ensure their success when using our products and services. You will be a bridge between our development teams and the external developer community, advocating for... their needs and helping them navigate our platforms.
If you're dedicated and ambitious and have a solid background in software engineering we’d like to hear from you!

Responsibilities 
This individual will be responsible for:
​Community Engagement:

Act as a friendly and knowledgeable point of contact for developers, responding to their questions, concerns, and feedback through various communication channels, including forums, social media, and email.

Technical Support:

Provide technical assistance to developers by understanding their issues and collaborating with internal teams to resolve problems. Offer guidance, code samples, and solutions to help developers make the most of our APIs and tools.

Content Creation:

Produce and curate developer-focused content, such as blog posts, tutorials, documentation, and video guides, to help developers learn and succeed with our products and services.

Advocacy and Feedback:

Represent the voice of the developer community within the company, advocating for their needs, and providing valuable feedback to improve our offerings.

Events and Outreach:

Organize and participate in developer events, webinars, hackathons, and conferences to promote our products and services, and engage with developers in person or virtually.

Monitoring and Reporting:

Keep a pulse on developer sentiment and trends, track key performance metrics, and create reports to inform decision-making within the company.

Software Development:

Ongoing maintenance of the developer relations website and content management system

Skills
The ideal candidate for this position should have the following:

Bachelor's degree in Computer Science, Information Technology, or a related field.
Strong passion for technology and a desire to work with and support developers.
Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical audiences.
Knowledge of NextJs and experience with headless Content Management systems
Strong knowledge of REST and GraphQL APIs
Ability to work collaboratively with cross-functional teams.
Self-motivated, organized, and able to manage multiple tasks simultaneously.
Previous experience in customer support, technical writing, or community management is a plus but not required. more