- 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.
- 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 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.
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:
- 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.