Tech Support Officer – SIFA at Educate!

Tech Support Officer – SIFA at Educate! – Educate! Kenya Job Details

About the Role

Educate! is recruiting a Tech Support Officer – SIFA to serve as the primary support contact for our digital product suite. This full-time position is based in Nairobi and sits at the intersection of user support and technical operations. You will manage incident response across WhatsApp coaching bots, web chat applications, SMS flows, and USSD platforms, ensuring that both youth participants and field staff receive timely resolution to technical issues.

The Tech Support Officer – SIFA role is critical to maintaining the reliability of Educate!’s digital platforms. You will triage user-reported problems, coordinate with engineering teams, maintain accurate documentation in ticketing systems, and conduct proactive health checks to catch operational issues before they affect end users. This is an operational role that requires attention to detail, clear communication, and the ability to work calmly under pressure.

Key Responsibilities

• Provide first-line technical support across all digital channels including WhatsApp coaching bots, web applications, SMS, and USSD platforms, responding to incidents and change requests within agreed service level agreements.
• Triage issues reported by youth or Business Advisors, resolve common problems directly (login issues, chat history recovery, missed notifications), and escalate technical matters to engineering with sufficient context to avoid re-investigation.
• Document every interaction, issue, and resolution in Jira using agreed templates, and share logs, screenshots, and reproduction steps with the engineering team for technical troubleshooting.
• Conduct routine health checks across all digital channels to identify and flag operational anomalies before users encounter them, and proactively surface recurring issues to the engineering team for root-cause fixes.
• Maintain ongoing communication with users and field teams throughout the resolution process, and conduct follow-up checks to confirm issues are fully resolved end-to-end rather than simply closed in the ticket system.
• Author and maintain an up-to-date knowledge base of support processes, runbooks for top recurring issues, and FAQs for Business Advisors and youth-facing teams.
• Coordinate with the Product Owner (Tech) and engineering teams to keep support workflows current as the product evolves, and assist Operations with vendor management including invoice accuracy and timely documentation uploads.
• Train new team members on support workflows, ticketing standards, and incident response procedures.

Requirements & Qualifications

• Degree in a related business or technical field (BA/BSc/HND level or equivalent).
• Minimum 1–2 years of demonstrated experience in a technical support role.
• Hands-on familiarity with ticketing systems such as Jira, Linear, Zendesk, or similar platforms.
• Experience supporting digital products that serve large user bases is advantageous.
• Strong proficiency with support ticketing systems and basic data tooling; demonstrated ability to prioritise competing urgent issues and manage time effectively.
• Ability to troubleshoot technical problems systematically, communicate clearly in writing and verbally, and maintain composure when responding to production incidents.
• Solid understanding of ticket discipline and operational procedures; demonstrated agility and ownership of follow-through from triage to final resolution.

What to Expect

• A mission-driven environment where your work directly supports youth learning and business outcomes in Africa.
• Opportunities for learning and professional growth as Educate! expands its digital products and support infrastructure.
• Competitive compensation for the social enterprise sector, commensurate with experience, plus health insurance and generous vacation policy.
• The Tech Support Officer – SIFA at Educate! position in Nairobi is open to qualified candidates. Click Apply below to submit your application.