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Raising the Village
IT, Customer Service
Tzintzuntzan, Michoacán, Mexico
| Job Title: | Technical Support Engineer | Department/Group: | Venn |
| Reporting To: | Engineering Manager / Designate | Years of Experience | 4+ years in a technical support, helpdesk, or systems support role |
| Location: | Tanzania — Kyerwa | Travel Required: | Up to 20% (field site visits and staff training) |
| Contract Type: | Full time | ||
| Job description | |||
| About Raising The Village At Raising The Village (RTV), we are dedicated to eradicating ultra-poverty in Sub-Saharan Africa. As a dynamic, rapidly growing international development organization, we’ve assembled a team of over 350+ passionate individuals in Uganda, Rwanda and DRC, alongside an additional 10+ professionals in North America. Together, we are committed to elevating communities out of ultra-poverty by implementing innovative solutions and leveraging advanced data analytics to drive impact. To date, our holistic approach has positively impacted over 1,000,000 lives since 2012, and we’re poised to achieve even greater milestones, aiming to assist 1 million individuals annually by 2027. Our growth and success are fuelled by the invaluable support of global partners who share our vision of sustainable change. Learn more about our impactful programs at www.raisingthevillage.org ROLE PURPOSE The Technical Support Engineer is the primary point of contact between RTV's technology systems and the staff who depend on them every day — including field officers, programme coordinators, and office-based teams. This role exists to ensure that every user can access, understand, and effectively use RTV's digital tools without disruption to their work. The Technical Support Engineer diagnoses and resolves issues, delivers hands-on training, maintains clear documentation, and acts as a vital feedback channel between end users and the engineering team. This is a people-facing, impact-driven role that requires strong technical knowledge combined with the communication skills to make complex systems accessible to non-technical users. Key Responsibilities1. User Support & Helpdesk Serve as the first and second line of support for all RTV staff and field officers experiencing issues with RTV applications, mobile tools, and data systems. Receive, triage, prioritise, and resolve support requests through the designated issue tracking system (ClickUp), ensuring all tickets are logged, updated, and closed within agreed service levels. Diagnose technical issues relating to application behaviour, data entry errors, sync failures, offline functionality, and device compatibility. Escalate unresolved or complex technical issues to the engineering team with clear reproduction steps, error logs, and user impact documentation. Follow up on escalated issues to confirm resolution and communicate outcomes back to the affected users. Maintain a weekly support summary report covering ticket volumes, resolution rates, recurring issues, and open items. 2. Field Staff Support & Training Deliver structured onboarding training to new field staff on RTV mobile and web applications — covering data entry workflows, offline usage, sync procedures, and data quality standards. Design and facilitate refresher training sessions for existing staff when new features, system updates, or workflow changes are released. Travel to field sites to provide in-person support, training, and troubleshooting where remote assistance is insufficient. Identify knowledge gaps and recurring user errors, and translate these into targeted training interventions or documentation improvements. Collect structured user feedback during field visits and training sessions, and document findings for the product and engineering teams. 3. Documentation & Knowledge Management Create, maintain, and update clear user guides, FAQs, step-by-step troubleshooting guides, and training materials for all RTV digital tools. Ensure all documentation is written in plain language accessible to non-technical users, with visual aids where appropriate. Maintain an internal knowledge base of known issues, workarounds, and resolutions to enable faster ticket resolution and self-service support. Document all support interactions, resolutions, and recurring patterns to inform product improvement cycles. 4. System Monitoring & Issue Detection Monitor system health dashboards (e.g., Uptime/Grafana) to proactively identify service disruptions, performance degradation, or connectivity issues before users report them. Log and track bugs, data anomalies, and system errors identified through monitoring or user reports, and communicate findings to the engineering team with sufficient technical detail. Conduct basic data quality checks to identify missing, duplicate, or inconsistent records resulting from sync failures or user error, and coordinate correction with the relevant teams. Support User Acceptance Testing (UAT) for new features and releases — executing test cases, documenting results, and providing structured feedback to QA and engineering. 5. Device & Access Management Support the setup, configuration, and troubleshooting of staff devices (Android smartphones and tablets) used for field data collection. Assist with user account provisioning, access rights, and password resets in coordination with the engineering team. Maintain an up-to-date register of devices, software versions, and access credentials under management. Ensure devices used in the field meet the minimum specifications required for RTV applications (2 GB RAM, current OS version, storage thresholds). WHAT SUCCESS LOOKS LIKE In the first 90 days, a successful Technical Support Engineer will have: Resolved 90% or more of support tickets within agreed service level timeframes. Completed at least two structured training sessions with field staff teams. Produced or updated at least three user-facing support documents or guides. Identified and documented at least one recurring issue pattern and proposed a corrective action to the engineering team. Completed a device and access register for all managed field devices. QUALIFICATIONS & TECHNICAL REQUIREMENTS Education Bachelor's degree in Information Technology, Computer Science, or a related technical field. Equivalent practical experience will be considered. Experience 4+ years of experience in a technical support, IT helpdesk, or systems support role. Demonstrated experience supporting non-technical end users in a field-based or distributed team environment. Experience with mobile application support (Android preferred) and web-based platforms. Prior experience in an NGO, international development, or data-intensive field programme context is an advantage. Technical Skills Issue Tracking: Proficiency in a helpdesk or task management system (e.g., ClickUp, Jira, Zendesk, or similar). Mobile & Web Support: Ability to diagnose and resolve issues across Android mobile applications and browser-based web platforms. Networking & Connectivity: Working knowledge of Wi-Fi, mobile data, and offline/sync behaviour; ability to troubleshoot connectivity-related support issues. System Monitoring: Familiarity with monitoring dashboards (e.g., Grafana, Uptime Robot, or similar) to track application health. Data Quality: Ability to perform basic data checks — identifying duplicates, missing records, or sync anomalies in structured datasets. Documentation Tools: Proficiency in Google Workspace or Microsoft Office for producing guides, training materials, and reports. Basic SQL (Advantageous): Ability to run simple queries to investigate data issues is a strong advantage but not required. PERSONAL ATTRIBUTES Clear, patient communicator - able to explain technical issues in plain language to users with varying levels of digital literacy. Service-oriented mindset - genuinely committed to resolving user problems quickly and completely, not just closing tickets. Structured and organised - maintains accurate records, follows up consistently, and manages multiple open issues without dropping threads. Proactive - identifies patterns and problems before they escalate, rather than waiting for users to report them. Resilient and adaptable - comfortable working in dynamic field environments with variable connectivity and infrastructure. Collaborative - works closely with engineering, QA, product, and field programme teams to ensure user needs are accurately represented and addressed. Committed to RTV's mission - motivated by the role technology plays in delivering impact for communities living in ultra-poverty. Raising The Village is committed to Equity and Inclusion in the workplace and is proud to be an equal opportunity employer. Disclaimer: Raising the Village DOES NOT charge any kind of FEE(s) at whichever stage of the recruitment process. | |||
