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Product Support Officer
About this role
A permanent role for a Product Support Officer to monitor and maintain the use, connectivity and data flow of EIDU products in schools. The role works with operations, data and product teams, plus external partners, to ensure reliable technology delivery in field settings and proactive issue prevention.
What you would do
- Monitor product usage and field adoption to identify underperforming areas and diagnose causes
- Coordinate updates, maintenance and repairs of devices and software with partners
- Establish and maintain offline-capable protocols and data recovery steps
- Develop monitoring, alerts and routines to flag emerging issues before they disrupt delivery
- Maintain an issue-resolution knowledge base and support processes for proactive and reactive assistance
- Train and mentor internal teams, support product rollouts and contribute to feature communications
What they are asking for
- 3+ years in a technology operations or product support role
- Strong ability to translate technical issues for non-technical audiences
- Proactive, independent worker with monitoring and preventive routines
- Experience working across field staff, data and product teams, and external partners
- Willingness to travel to schools and field sites
- Practical troubleshooting across mobile apps, Android devices and connectivity
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