Product Support Officer

EIDU provides an open and comprehensive digital platform and on-the-ground support that ensures rapid, reliable and cost-effective implementation. The RCT-validated platform connects and supports all key stakeholders of an education system – students, their teachers, in-service teacher trainers, and all management levels – with the tools they need to improve learning outcomes.

We are recruiting to fill the position below:

Job Title: Product Support Officer

Location: Nigeria
Employment Type: Permanent

About the role

• The Product Support Officer continuously monitors product usage, connectivity, syncing and underperforming, and directs intervention to ensure seamless delivery. The role works hand in hand with the Operations/field, data and Product teams, as well as external partners to keep the technology working and the data flowing.
• The Product Support Officer ensures  that devices, applications and connectivity work dependably in every school, that product usage is within or above expectation, and implements  routines and safeguards that prevent problems before they disrupt learning.
• The Product Support Officer sits within the Operations team and supports the effective, reliable use of EIDU's products in the field. The role provides proactive technical support.

What you will do
Product usage, adoption and field integration:

• 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:

• Track device health, storage, software versions and update status across the fleet, and coordinate updates, preventive maintenance and repairs with delivery and repair partners.
• Establish protocols for reliable operation in low-connectivity and offline environments, including safeguards against data loss and clear recovery steps when syncing fails.
• 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.

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:

• Develop and maintain an effective issue-resolution knowledge base.
• Monitor and refine the tools and processes that proactively identify the need for intervention and reactively respond to situations requiring technical assistance.
• 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.

Supporting responsibilities:

• Train, mentor and coach internal teams on product topics, so field staff can resolve routine issues confidently and independently.
• Ensure technical support readiness ahead of each new product rollout, and support the definition and upkeep of release processes in step with product roadmaps.
• Help shape how product features are communicated to each internal audience.

What you should bring

• 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.
• 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.
• Proven ability to work across teams, including field staff, data and product teams, and external partners.
• 3+ years of experience in a technology operations or product support role, ideally in education, development, or a field-based technology programme.
• Willingness to travel to schools and field sites as required.
• 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).
• Strong data fluency: able to build, read and act on dashboards and turn usage and sync data into operational decisions.

What we offer

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

How to Apply
Interested and qualified candidates should:
Click here to apply online