Tech Support Officer
Quick answer
Educate! is hiring a Tech Support Officer in Nairobi, Kenya to provide first-line support for digital products including WhatsApp coaching bot, chat web applications, SMS, and USSD platforms. Compensation is not specified but will be competitive for the social enterprise sector.
- Role
- Tech Support Officer
- Organization
- Educate!
- Location
- Nairobi, Kenya (preferred duty station)
- Level
- Entry
- Category
- Engineering & Technology
The role
Provide first-line support for digital products including WhatsApp coaching bot, chat web applications, SMS, and USSD platforms.
What you'll do
- Provide first-line support across digital channels: the WhatsApp coaching bot, chat webapps, SMS flows, and USSD entry points (once live).
- Respond to incidents and change requests in line with agreed SLAs. Keep users updated on resolution status throughout.
- Triage and resolve issues reported by youth or escalate to engineering with enough context for them to act without re-investigating.
- Conduct follow-ups with youth, frontline teams after escalation to confirm the issue is resolved end to end, not just closed in the ticket.
What it takes
- Minimum of 1 or 2 years of experience in a technical support role.
- Demonstrated experience and some hands-on familiarity with ticketing systems (Jira, Linear, Zendesk, or similar).
- Experience supporting digital products that serve large user bases is an added advantage.
What you'll bring
How we treat you
Health insurance and a generous vacation policy
Frequently asked questions
Where will the job be located?
Preferred duty station is in Nairobi, Kenya.
What is the compensation like?
Compensation will be competitive for the social enterprise sector and commensurate with experience.
What are the key qualifications required?
Minimum of 1 or 2 years of experience in a technical support role, demonstrated experience with ticketing systems, and some hands-on familiarity with digital products that serve large user bases.
How to apply
Apply directly on Educate!'s site. We link straight through — no resume parsing, no profile to fill out.
This listing is aggregated from a third-party source and its summary may be auto-generated, so details can be inaccurate or out of date. ForGood is not the employer and is not liable for the content — please verify everything on Educate!'s official posting before applying.