Technical Support Engineer – Field & Office

About the role

The Technical Support Engineer is the main liaison between Raising The Village’s technology platforms and the staff who rely on them daily, including field officers and programme coordinators. You will ensure uninterrupted access to digital tools, diagnose issues, provide hands‑on training, and feed user feedback to the engineering team.

Key responsibilities

• Serve as first‑ and second‑line support for all staff and field officers using RTV applications, mobile tools, and data systems.
• Receive, triage, prioritize, and resolve support tickets in ClickUp, maintaining accurate logs and meeting service‑level agreements.
• Diagnose technical problems such as application behavior, data entry errors, sync failures, offline functionality, and device compatibility.
• Escalate complex issues to the engineering team with clear reproduction steps, error logs, and impact documentation.
• Follow up on escalated tickets to confirm resolution and communicate outcomes to users.
• Produce weekly support summary reports covering ticket volume, resolution rates, recurring issues, and open items.
• Deliver structured onboarding and ongoing training for new and existing field staff on mobile and web applications.

Required profile

• Minimum 4 years of experience in technical support, helpdesk, or systems support roles.
• Strong ability to communicate technical concepts to non‑technical users.
• Willingness to travel up to 20 % of the time for field site visits and staff training.
• Proactive problem‑solving attitude and attention to documentation.

Required skills

• ClickUp (issue‑tracking system)