Escalation Engineer

Position Overview

As a Technical Consultant at Workvivo, your role involves supporting customers by addressing queries and troubleshooting technical issues. You will also build a repository of resources and become an expert on our platform. Additionally, you will represent the Voice of the Customer, sharing insights with the Product team for continual improvement.

Responsibilities

• Conduct IT calls with customers' technical teams to configure Single Sign-On and User Provisioning.
• Address customer queries and identify issue trends.
• Lead IT calls with our customers' technical teams to set up and configure SSO & User Provisioning.
• Lead IT calls with our customers and help them with account creation & Authentication.
• Provide support and guidance to customers on Workvivo features and capabilities to drive high value.
• Work proactively, anticipating customer questions and building trust.

Requirements

• Excellent problem-solving skills to troubleshoot and resolve complex technical issues in a timely manner.
• Experience in a similar role or customer-facing role.
• Proficiency in both Portuguese & English.
• Experience with SQL and writing SQL queries.
• Experience with Zendesk.
• Experience preferably with Infrastructure.

About the Team

Workvivo, a digital experience platform under Zoom, enhances workplace culture and empowers remote employees. It is committed to customer satisfaction and improving working lives. Workvivo aims to drive results through its innovative approach, aligning with Zoom's mission to facilitate meaningful connections and modern collaboration.

Ways of Working

Our structured hybrid approach is centered around our offices and remote work environments. The work style of each role, Hybrid, Remote, or In-Person is indicated in the job description/posting. This role is indicated as #LI-Remote.

Benefits

As part of our award-winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to their community in meaningful ways. Click Learn for more information.

About Us

Zoomies help people stay connected so they can get more done together. We set out to build the best collaboration platform for the enterprise, and today help people communicate better with products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars. We’re problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Find room to grow with opportunities to stretch your skills and advance your career in a collaborative, growth-focused environment.

Our Commitment

At Zoom, we believe great work happens when people feel supported and empowered. We’re committed to fair hiring practices that ensure every candidate is evaluated based on skills, experience, and potential. If you require an accommodation during the hiring process, let us know—we’re here to support you at every step. If you need assistance navigating the interview process due to a medical disability, please submit an Accommodations Request Form and someone from our team will reach out soon. This form is solely for applicants who require an accommodation due to a qualifying medical disability. Non-accommodation-related requests, such as application follow-ups or technical issues, will not be addressed.

Employment Type: Full time Location Type: (Not specified) Salary: (Not specified)