Global EdTech Support Engineer

Vivi; United States; Hybrid; USD 75,000 - 105,000; Full time

Job summary

Vivi is seeking a Support Engineer to join our IT Operations and Product Support team for the US & EMENA region. You will handle technical support requests via Jira Service Desk, manage user access, and coordinate with a global engineering group to resolve issues and improve service delivery.

You will also play a key role in building Vivi's internal and external support processes, onboarding staff, and delivering end-user training across Mac, Windows, and Android platforms.

Qualifications

• Minimum 3+ years in a technical support role with networking knowledge.
• Strong attention to detail and ability to work autonomously in a fast-moving environment.
• Excellent interpersonal and customer service skills.

Responsibilities

• Provide 1st–2nd level technical support to Vivi customers and 1st–3rd level to internal staff via Jira Service Desk.
• Become a subject matter expert on the Vivi product for the US region.
• Assist with onboarding/offboarding of Vivi employees and training for end users.
• Collaborate with a global technical team including Software Engineers, PMs, and Sales Engineers.
• Create documentation for internal and external stakeholders and contribute to improving support processes.

Skills

Networking

O365 & Azure AD

Jira Service Desk

Confluence

Windows

Mac

Android

Customer Service

Communication

Problem Solving

Tools

Jira Service Desk

Confluence

Azure AD

Office 365

Job description

Vivi is seeking a Support Engineer to join our IT Operations and Product Support team for the US & EMENA region. You will handle technical support requests via Jira Service Desk, manage user access, and coordinate with a global engineering group to resolve issues and improve service delivery.

You will also play a key role in building Vivi's internal and external support processes, onboarding staff, and delivering end-user training across Mac, Windows, and Android platforms.