Product Support Engineer

Toddle is an AI-powered teaching and learning platform for K–12 schools. Built by educators, for educators, it is used by over 200,000 educators across 2,500+ schools in 100+ countries.

Teachers today work 50+ hours a week. Too much of that time is spent navigating fragmented systems and administrative overhead. Our BHAG (Big Hairy Audacious Goal) is to save teachers 10+ hours every week while helping elevate their practices, so that time can go back to what matters most - teaching, learning, and meaningful time with students.

Our approach is three-pronged.

First, Toddle brings the entire teaching and learning lifecycle into one place. Teachers plan and map curriculum, create assessments and gradebooks, maintain student portfolios, communicate with families, and generate progress reports and transcripts - all from a single, coherent system. Toddle also supports adjacent workflows where teachers are closely involved, including attendance, timetables, calendars, accreditation, behaviour management, analytics, and insights.

Second, every layer of the platform is deeply AI-powered. Educators work with a thoughtful AI partner to plan curriculum, create lessons and assessments, assist with grading, write progress report comments, and derive insights from data. Toddle also offers student-facing AI Tutors, enabling highly personalized and immersive learning experiences.

Third, Toddle integrates seamlessly with the broader school technology ecosystem. The platform supports 50+ integrations across SIS platforms, content providers, data & integration platforms, and workspaces such as Google, Apple, and Microsoft.

You can watch our founder and CEO’s overview of Toddle here.

Headquartered in India with a multicultural team across 20+ countries, Toddle is built by former educators and school practitioners who understand the realities of classrooms firsthand. We care deeply about craft, clarity, and reducing unnecessary complexity for teachers. People who thrive at Toddle enjoy building thoughtful systems, care about real-world impact, and are motivated by long-term change in K-12 education.

Here’s what you’ll be doing

You will act as the primary point of contact (POC) for all technical support tickets raised by school buddies. In this role, you will own the initial triage, investigation, and communication for every support tech tickets, ensuring tickets are clearly understood, prioritized correctly, and resolved efficiently. You will work closely with Engineering, Product, and Success teams to drive timely resolutions, reduce recurring issues, and improve overall customer experience in a fast-growing SaaS environment.

What you’ll achieve in your first 3 months

• Gain a good understanding of the product, core workflows, and common customer use cases
• Become familiar with internal tools, ticketing systems, and support processes
• Start handling support tickets independently, including issue validation and basic troubleshooting
• Learn how to identify product bugs vs configuration or usage issues and guide users accordingly

What you’ll achieve in your first 6 months

• Act as a primary point of contact for technical support tickets raised by school buddies
• Troubleshoot issues end-to-end and provide accurate resolutions or workarounds
• Prioritize requests based on impact, urgency and escalate issues to Tech Leads with clear reproduction steps and impact
• Collaborate closely with Engineering and Product teams to ensure faster and higher-quality resolutions

What you’ll achieve in your first 12 months

• Create and maintain documentation and knowledge-base articles to reduce repeat issues
• Identify recurring issues and patterns, and proactively involve product discussions
• Actively contribute to improving support workflows, SLAs, and customer experience

Required Skills:

• Product mindset with empathy for end users
• Strong troubleshooting and analytical skills with the ability to identify root causes
• Good understanding of web applications and mobile platforms
• Comfortable using ticketing systems, internal tools, and basic scripts as part of daily work
• Clear, professional written and verbal communication skills
• Familiarity with basic debugging techniques, extracting logs & monitoring system

Working Hours & On-call Expectations

This role primarily follows standard working hours. After the first 3 months, you will be expected to work night shifts during peak seasons (such as school onboarding or reporting season). Outside peak seasons, work is expected to follow regular working hours with limited after-hours support.

Is this someone that looks like you?

• Education: B.E/B.Tech degree
• 2+ years of experience in Technical Support or a similar role
• Soft Skills: Having a bias towards action, a good sense of design, empathy, and good communication skills
• We deeply value building the right culture at Toddle, and these are a few things that we look for in each hire – Coach-ability, Curiosity, Ownership, Hustle and Humility
• Job location: Bangalore

Excited about the role?

Here are some more benefits:

1) Flexibility at work

• Work from anywhere - home, co-working space, cafe or even the hills
• Block “no-meeting hours” to enable uninterrupted focused work

2) Exposure to diverse learning opportunities

Work across different projects & teams to develop skills outside of your core expertise

3) Industry best leave policy

We trust you fully on your commitment to our mission and your judgement on planning your time and taking leaves:

• No cap on the number of sick or casual leaves
• Special paid leaves for childbirth, wedding etc.
• Menstrual leave

4) No bell curve performance evaluations

We put in a lot of work to hire the best, and therefore we don’t expect anyone to deliver less than the best!

5) And yes, a super fun and diverse group of folks to collaborate and grow with

Still with us? Here’s the process:

1. Shortlisting:

• Complete the form on this page.
• We’ll check out your application and assess it for a fit.
• If shortlisted, you’ll hear from us within 2-3 days.

2. Interview Process: Typically, we do 2-3 rounds of interviews, a written assignment, and deep reference checks.

3. We value your time and aim to communicate proactively at all stages of your application. You can always reach out with any questions!