About the Role
EIDU provides an open, comprehensive digital platform and on-the-ground support to revolutionize education systems across Nigeria. We connect students, teachers, and school managers with innovative tools designed to improve learning outcomes. We are currently looking for a dynamic Product Support Officer to join our operations team and guarantee the reliable, efficient use of our products in the field.
Key Responsibilities- Monitor product usage and adoption across schools, identifying cohorts with below-expectation usage and diagnosing capability gaps or technical faults.
- Proactively resolve syncing failures, data-flow breaks, and maintain robust protocols for low-connectivity and offline environments.
- Track device health, storage, and software versions, coordinating preventive maintenance and repairs with delivery partners.
- Build monitoring systems, alerts, and routines to flag emerging technical issues before they disrupt classroom learning.
- Resolve user concerns swiftly, maintaining an up-to-date issue-resolution knowledge base and communicating status clearly.
- Train, mentor, and coach internal field teams so staff can resolve routine technical issues independently.
- 3+ years of experience in technology operations, product support, or field-based edtech programmes.
- Strong product and technical support skills with the ability to diagnose device, connectivity, and software causes.
- High data fluency, including the ability to read dashboards and translate sync data into actionable operational decisions.
- Practical troubleshooting expertise across mobile applications, Android devices, and varied connectivity environments.
- Exceptional communication skills, capable of translating technical jargon for non-technical audiences and coaching team members.
- Willingness to travel to schools and field sites as required to support implementation.
- Competitive salary and opportunities for professional growth within a mission-driven organization.
- Direct impact on the quality of education and digital transformation across Nigerian schools.
- Collaborative, innovative work culture alongside dedicated product, data, and field operations teams.