{"id":2185811,"url":"https://alion.io/job/eidu-product-support-officer","title":"Product Support Officer","company":{"id":2487935,"name":"EIDU","domain":"eidu.com","url":"https://alion.io/company/eidu","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Support","role_family":"Support","seniority":"middle","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Nigeria"],"countries":["NG"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":10500,"max_usd":24000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":688},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Offline-First","optional":false}],"status":"live","first_seen_at":"2026-10-09T11:11:13Z","employer_posted_date":null,"last_verified_at":"2026-10-09T11:11:13Z","board_verified":false,"closed_at":null,"days_open":12,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":12},"description":"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.\n\nWe are recruiting to fill the position below:\n\nJob Title: Product Support Officer\n\nLocation: Nigeria\n\nEmployment Type: Permanent\n\nAbout the role\n\nThe 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.\nThe 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.\nThe 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.\n\nWhat you will do\n\nProduct usage, adoption and field integration:\n\nMonitor 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.\nTranslate usage patterns into clear, prioritised actions for field teams, so that intervention is directed where it will have the most impact on learning.\n\nConnectivity, data and syncing:\n\nTrack device health, storage, software versions and update status across the fleet, and coordinate updates, preventive maintenance and repairs with delivery and repair partners.\nEstablish protocols for reliable operation in low-connectivity and offline environments, including safeguards against data loss and clear recovery steps when syncing fails.\nProactively 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.\n\nProactive prevention and early warning:\n\nBuild 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.\nAnalyse recurring issues to identify systemic root causes, and put in place lasting fixes rather than repeated one-off responses.\n\nIssue resolution and support:\n\nDevelop and maintain an effective issue-resolution knowledge base.\nMonitor and refine the tools and processes that proactively identify the need for intervention and reactively respond to situations requiring technical assistance.\nResolve 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.\n\nSupporting responsibilities:\n\nTrain, mentor and coach internal teams on product topics, so field staff can resolve routine issues confidently and independently.\nEnsure technical support readiness ahead of each new product rollout, and support the definition and upkeep of release processes in step with product roadmaps.\nHelp shape how product features are communicated to each internal audience.\n\nWhat you should bring\n\nStrong 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.\nA clear communicator who can translate technical issues for non-technical audiences and coach others.\nComfortable working proactively and independently, setting up monitoring and preventive routines rather than waiting for issues to be reported.\nProven ability to work across teams, including field staff, data and product teams, and external partners.\n3+ years of experience in a technology operations or product support role, ideally in education, development, or a field-based technology programme.\nWillingness to travel to schools and field sites as required.\nPractical troubleshooting ability across mobile applications, Android devices and connectivity, with a structured approach to diagnosing root cause.\nUnderstanding of data syncing and offline-first operation in low-connectivity environments (an advantage).\nStrong data fluency: able to build, read and act on dashboards and turn usage and sync data into operational decisions.\n\nWhat we offer\n\nA supportive, international team based in Kenya, Nigeria, and Germany, united by a mission and commitment to learning.\nAn open environment where feedback is welcomed promoting mutual growth.\nA healthy work-life balance with flexible hours, an async-friendly culture that respects personal time and autonomy, and a hybrid setup.\n\nHow to Apply\n\nInterested and qualified candidates should:\n\nClick here to apply online","description_format":"text","description_chars":5152,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"Germany","iso":"DE","kind":"country"},{"name":"Kenya","iso":"KE","kind":"country"},{"name":"Nigeria","iso":"NG","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-09T16:17:15Z"}],"visa":[],"liveness":{"score":73,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.806,"p_room":0.9,"age_days":11,"expected_fill_days":22,"reasons":["seen:11","win:mid"],"computed_at":"2026-10-21T05:46:15Z"},"pay":null,"html_url":"https://alion.io/job/eidu-product-support-officer","json_url":"https://alion.io/job/eidu-product-support-officer.json","meta":{"generated_at":"2026-10-21T11:20:28Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":16012,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-22T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2487935},"rest":"https://alion.io/mcp/rest/get_company?id=2487935"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Feidu-product-support-officer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Feidu-product-support-officer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Feidu-product-support-officer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/eidu-product-support-officer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Feidu-product-support-officer"}]}