Company Description At Mela, we’re on a mission to become a global leader in Clinical Intelligence. Our software enables healthcare teams to utilise data more effectively, ultimately improving patient outcomes. We build innovative tools for high-acuity areas like Intensive Care, Critical Care Outreach, and Pain. Today, Mela software is used in over 90% of UK hospitals, and we’re starting to expand internationally into Australia, Canada and Ireland. Why Join Us You'll be part of a close-knit, passionate team solving real-world problems in healthcare. We care about doing work that matters, and we support one another in growing our skills and expertise. We value collaboration, initiative, and individuals who enjoy making things better, both for our users and within the company. Role Description We’re growing our support team and seeking an individual who excels at solving complex problems and delivering exceptional service. You’ll work closely with NHS trusts and international customers to help them maximise the benefits of our products. This includes assisting with onboarding, addressing technical queries, troubleshooting, and collaborating with product and engineering teams to ensure issues are resolved promptly and thoroughly. Your day-to-day will include: Acting as the first line of technical support for customers Investigating and resolving software issues, including database or server-level problems Supporting the implementation of new sites and upgrades Maintaining accurate records of issues, solutions, and follow-ups Identifying recurring problems and feeding insights back to the product and development teams Helping improve our support processes and documentation Qualifications Experience in a technical support or systems engineering role A strong communicator who’s comfortable talking to NHS or enterprise-level users Basic understanding of Windows Server environments, networks, and SQL Curious, collaborative, and proactive—you’re not afraid to ask questions or suggest improvements Previous experience in healthcare or a regulated environment is a plus, but not essential