Product Support Officer

• Monitor how EIDU products are being used across schools, proactively identify schools, regions or cohorts where usage is below expectation, and diagnose the underlying cause: a capability gap, a connectivity constraint, a device or technical fault, or a process breakdown.

• Translate usage patterns into clear, prioritised actions for field teams, so that intervention is directed where it will have the most impact on learning.

Connectivity, data and syncing

• Proactively identify and resolve syncing failures and data-flow breaks, so that field activity is captured accurately and dashboards reflect what is actually happening on the ground.

• Establish protocols for reliable operation in low-connectivity and offline environments, including safeguards against data loss and clear recovery steps when syncing fails.

• Track device health, storage, software versions and update status across the fleet, and coordinate updates, preventive maintenance and repairs with delivery and repair partners.

Proactive prevention and early warning

• Build and maintain the monitoring, alerts and routines that flag emerging issues, such as declining usage, failing syncs, low connectivity or device faults, before they escalate into delivery problems.

• Analyse recurring issues to identify systemic root causes, and put in place lasting fixes rather than repeated one-off responses.

Issue resolution and support

• Resolve and de-escalate user concerns by establishing and maintaining open lines of communication, collaborating with internal departments, and keeping users clearly informed of issue status.

• Monitor and refine the tools and processes that proactively identify the need for intervention and reactively respond to situations requiring technical assistance.

• Develop and maintain an effective issue-resolution knowledge base.

Supporting responsibilities

• Train, mentor and coach internal teams on product topics, so field staff can resolve routine issues confidently and independently.

• Help shape how product features are communicated to each internal audience.

• Ensure technical support readiness ahead of each new product rollout, and support the definition and upkeep of release processes in step with product roadmaps.

• 3+ years of experience in a technology operations or product support role, ideally in education, development, or a field-based technology programme.

• Strong product/tech support skills.  Deep software engineering skills are not required; what matters is the ability to tell a field, connectivity, device or product-side cause apart.

• Strong data fluency: able to build, read and act on dashboards and turn usage and sync data into operational decisions.

• Practical troubleshooting ability across mobile applications, Android devices and connectivity, with a structured approach to diagnosing root cause.

• Understanding of data syncing and offline-first operation in low-connectivity environments (an advantage).

• Proven ability to work across teams, including field staff, data and product teams, and external partners.

• A clear communicator who can translate technical issues for non-technical audiences and coach others.

• Comfortable working proactively and independently, setting up monitoring and preventive routines rather than waiting for issues to be reported.

• Willingness to travel to schools and field sites as required.

• A supportive, international team based in Kenya, Nigeria, and Germany, united by a mission and commitment to learning.
• A healthy work-life balance with flexible hours, an async-friendly culture that respects personal time and autonomy, and a hybrid setup.
• An open environment where feedback is welcomed promoting mutual growth.