Support Engineer: IT Ops & SaaS Specialist

vivi.io; Phoenix (AZ); Remote; USD 60,000 - 85,000; Full time

Job summary

Vivi is seeking a Support Engineer to own IT Operations and Product Support for the US & EMEA region. You will handle Jira Service Desk tickets, set up online meetings, take calls, test and troubleshoot issues, and escalate to the engineering team as needed.

You will be the go-to person for internal onboarding, daily IT tasks, user provisioning, and end-user training. Work with a global technical team to learn Vivi’s product suite and help build scalable support processes as Vivi expands.

Qualifications

• 3+ years in a technical support role with networking knowledge.
• Strong customer service and communication skills.
• Experience supporting Apple, Windows and Android environments.
• Familiarity with SaaS or EdTech environments is a plus.

Responsibilities

• Provide 1st-3rd line technical support via Jira Service Desk.
• Escalate complex issues to Engineering per procedures.
• Serve as SME on Vivi product for US region.
• Manage user access for SaaS apps and desktop/hardware issues.
• Create documentation for internal and external stakeholders.
• Assist onboarding/offboarding and end-user training.

Skills

Jira Service Desk

Confluence

O365 & Azure AD

Networking troubleshooting

Mac OS

Windows

Android

Azure AD

Tools

Office365

Microsoft Azure

Slack

HubSpot

Atlassian suite

Zoom

Job description

Vivi is seeking a Support Engineer to own IT Operations and Product Support for the US & EMEA region. You will handle Jira Service Desk tickets, set up online meetings, take calls, test and troubleshoot issues, and escalate to the engineering team as needed.

You will be the go-to person for internal onboarding, daily IT tasks, user provisioning, and end-user training. Work with a global technical team to learn Vivi’s product suite and help build scalable support processes as Vivi expands.