Technical Support Engineer

About the role

Raising The Village is seeking a Technical Support Engineer to be the primary point of contact for its technology systems across field and office teams in Tanzania. The role ensures staff can access and use digital tools without disruption, providing hands‑on assistance, training, and feedback to the engineering team.

Key responsibilities

• Provide first‑ and second‑line support for all RTV 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 targets.
• Diagnose issues related to application behavior, data entry errors, synchronization failures, offline functionality and device compatibility.
• Escalate complex problems to the engineering team with clear reproduction steps, error logs and impact documentation.
• Follow up on escalated tickets, confirm resolutions and communicate outcomes to users.
• Produce a weekly support summary reporting ticket volume, resolution rates, recurring issues and open items.
• Deliver structured onboarding training for new field staff on RTV mobile and web applications.

Required profile

• Minimum 4 years experience in technical support, helpdesk or systems support.
• Strong ability to explain technical concepts to non‑technical users.
• Willingness to travel up to 20 % for field site visits and staff training.

Required skills

• Proficiency with ClickUp or similar issue‑tracking tools.
• Troubleshooting of web and mobile applications.
• Understanding of data synchronization and offline functionality.