Arbor Education

Support Engineer

• Part of a small, named team supporting Advanced Support customers via calls and emails and delivering Arbor's Advanced Support package
• Meet target response and resolution times for Advanced Support SLAs
• Visit schools to deliver in-person Advanced Support “surgery” days (each school allocated one day a year)
• Deliver 1-1 half-termly troubleshooting webinars and help build out 10 custom reports per year
• Become an expert in supporting secondary schools on Arbor
• Support 1st and 2nd line teams when required
• Keep Gainsight up to date with kick off calls and success plan milestones
• Provide support for complex service requests regarding Arbor
• Achieve 95% satisfaction on all Advanced Support tickets and meet productivity and contact resolution objectives
• Proactively manage case workload and take ownership of tickets, liaising with schools and internal departments
• Troubleshoot complex issues via phone, remote tools or desktop support
• Adhere to Service Level Agreements and keep up to date with product releases and known issues
• Support seasonal webinars and online materials and help grow the knowledge base
• Support the growth of the Advanced Support service and suggest improvements

Support Analyst

Backend Engineer

• Location: Trivandrum (Hybrid)
• We are looking for an enthusiastic and technical Product Engineer to join our Engineering team and help us advance the development of the company's core systems, processes, and auxiliary services. The remit and focus of the role is to focus on core application development as well as the creation of robust scripts and processes to enhance system support. It’s a broad and exciting role, so we’re looking for someone up for a challenge - if you’re a passionate and hard-working Engineer, this is the role for you.
• Core responsibilities:
• Work closely with the Engineering Manager, Tech Lead, QA Engineer, and Product Manager to help solutionise feature requests
• Lead the creation of detailed documentation for new feature developments, incorporating diagrams for comprehensive project understanding.
• Drive the development and implementation of advanced tests around new features, ensuring the highest standards of test coverage and reliability.
• Demonstrate expertise in producing well-architected, efficient, and scalable code using industry-leading design patterns and methodologies.
• Take a leadership role in code reviews and pair programming sessions, guiding and mentoring colleagues towards excellence.
• Lead and actively participate in tech-talks, workshops, and team-based learning initiatives, ensuring knowledge is disseminated effectively across the team.

Product Engineer, PHP

Financial Planning and Analysis

• The Junior Finance Executive plays a key role within the finance team, supporting day-to-day operations,ensuring accuracy in financial transactions and contributing to compliance and reporting activities.This position goes beyond routine processing,involving close collaboration with the Finance Manager,external service providers and cross-functional teams such as HR and Administration.The Finance Executive is accountable for maintaining high standards in financial practices, assisting in strategic financial planning and supporting the delivery of timely and reliable financial information to drive business decisions.
• Role Responsibilities:
• Maintain and update financial records and ledgers with high accuracy.
• Reconcile bank statements and liaise with the 3rd party accounting service provider for shared tasks.
• Process vendor invoices and employee claims in a timely and compliant manner.
• Prepare and submit periodic statutory returns and ensure timely tax payments.
• Assist with the preparation of management reports and support internal and external audit requirements.

Junior Finance Executive

Product Manager

• Own and maintain a strategic product roadmap aligned with company goals for Arbor MIS mobile apps
• Own delivery of the strategic and continuous improvement roadmap for the Apps team to provide the best possible mobile experience for parents, students and teachers
• Build a deep understanding of user needs and the market landscape to underpin strategy and decision making
• Define problems and hypotheses based on customer needs and feedback
• Collaborate with Engineering and Product Design during discovery to identify assumptions, risks, and testing strategies
• Conduct thorough user research and user-test prototypes and designs to validate potential solutions and de-risk delivery
• Plan and coordinate product development with the Engineering Manager through iterative sprint cycles and regular team ceremonies
• Use data-driven iteration and testing to measure impact and inform adjustments
• Maintain contextual awareness of the business, education sector, and user needs, and communicate this to the team
• Foster collaboration, communication, and a culture of shared learning within the team and across departments
• Champion a user-centric approach using feedback, metrics, and research to inform product decisions
• Document all work stages, contribute to team knowledge, and proactively communicate milestones to stakeholders
• Continuously seek improvement opportunities and share learnings

Support Analyst

Product Engineer, PHP

Junior Finance Executive

Senior Product Manager, Mobile Apps