Support Engineer

Vivi is the campus operating system that unifies every display and device across schools. Trusted by thousands of schools worldwide, Vivi helps schools improve teaching, strengthen communication, and enhance campus safety through a single, easy-to-manage platform.

From wireless screen sharing and digital signage to emergency alerts, live captions, and campus-wide communications, Vivi helps schools get more value from the technology they already own. Our platform empowers educators to create engaging learning experiences while giving school leaders the tools they need to communicate quickly, respond confidently, and operate more efficiently.

At Vivi, we’re passionate about helping schools solve real-world challenges with simple, reliable technology. We’re a global team that values collaboration, curiosity, accountability, and a commitment to making a meaningful impact for educators and students every day.

The Support Engineer is responsible for Vivi’s IT Operations and Product Support in the US & EMEA region. Reporting into the Director, this role will focus on delivering Technical Support for the Vivi product to our customers mainly in the US as we continue to expand in this region. Some of the daily activities in this space will include responding to customer’s support requests via Jira Service Desk tickets, setting up online meetings, taking phone calls, testing, troubleshooting, and replicating issues prior to escalating to the Australian based Engineering team.

You will also be the main point of contact for internal day-to-day activities such as email, file share, desktop, software/hardware, system access requests, user onboarding/offboarding and end user training.

This role will work closely with a global technical team which includes Software Engineers, Product Managers, Sales Engineers and you will be expected to gain a broad knowledge of the Vivi product suite to become a go-to person for product and process knowledge and solving problems. You will also play a valuable part in building the Support function (internally & externally) and its processes as Vivi expands globally.

• Collaborate with fellow Support Engineers and the Support Team Leader, sharing knowledge and best practice
• Escalate complex or unresolved issues to the Support Team Leader and Engineering, following correct escalation procedures
• Provide technical support to all Vivi stakeholders with the priority being 1st - 2nd level to Vivi customers & 1st - 3rd level to internal staff. You will manage and resolve incoming requests and incidents in Jira Service Desk within SLA’s
• Become an SME on the Vivi product for the US region
• Understand network concepts & terminology and be able to diagnose and troubleshoot issues on customer networks. An ability to communicate networking issues and recommendations to customers is crucial to the success of this role
• Providing superior support of the Vivi application across Mac, Windows & Android as well as supporting Vivi’s hardware
• Manage user access and account provisioning for various SaaS applications as well as supporting and troubleshoot desktop/hardware/mobile issues across Mac and Windows platforms
• Contribute to implementing modern technologies/tools/processes to improve efficiency and workflows globally
• Contributing to planning/brainstorming new features or iterations of the IT support/service desk
• Supporting onboarding and offboarding of Vivi employees
• Assist with end user training and enabling stakeholders to self-serve – this is for both Vivi customers and internal staff
• Creating documentation for internal and external stakeholders
• Delivering on BAU and prioritised project initiatives in line with the Vivi’s OKR’s and the Support Teams initiatives and…