Product Support Engineer - Tier 1

Vasion is looking for a Product Support Engineer that exemplifies our core values and wants to be part of our growing team. We are committed to making digital transformation attainable to everyone by building an affordable, integrated SaaS solution that simplifies business processes. Vasion offers a flexible working environment for our 300+ employees across the world, including at our global headquarters in St. George, Utah, or in one of our other offices in the UK, Germany, and Lehi, Utah.

POSITION SUMMARY

The Product Support Engineer, Tier 1, is the first point of contact for internal, customer, reseller, and partner support. The selected candidate is responsible for addressing and resolving basic product-related issues and escalating more complex cases as needed. The Tier 1 Product Support Engineer must communicate technical information effectively to non-technical users and maintain strong relationships. This position reports to the Product Support Manager.

JOB RESPONSIBILITIES

• Troubleshoot basic technical issues across software, integrations, and infrastructure
• Interface with customers in a professional and positive manner to ensure excellent customer experiences
• Escalate unresolved or complex tickets to Tier 2 or appropriate teams efficiently
• Assist in identifying trends in reported issues and communicate potential bugs or enhancements
• Document steps, findings, and resolutions for all cases to build accurate records
• Maintain detailed case logs in the support system, ensuring clear handoff notes for follow-ups
• Act as a technical resource for Sales Engineers by providing product knowledge and troubleshooting assistance
• Contribute to the Knowledge-Centered Service (KCS) program by creating and maintaining accurate, user-friendly knowledge-base articles
• Regularly review and improve knowledge content to reflect product updates and evolving customer needs
• Collaborate with your manager to define measurable goals aligned with team and company objectives to create Objectives and Key Results (OKRs)
• Update internal knowledge-base articles with basic solutions and FAQs
• Collaborate with team members to resolve issues efficiently and improve processes
• Participate in an on-call rotation to provide after-hours support for critical issues
• Be flexible with shifts as required to support global operations or peak demand periods
• Contribute to the award-winning culture we have in working with our customers
• Perform other duties as assigned

• At least 1 year of experience in Customer Service in the Tech Industry or a related field
• Experience with Microsoft Windows 10, 11, XP, Mac, Linux
• Basic understanding of networking concepts
• A working knowledge of Windows Server 2012 and 2019?
• A working knowledge of Active Directory, LDAP, MFA?
• Organized with the ability to manage multiple cases at one time
• Experience interfacing with customers in a professional manner with a positive attitude
• Ability to work in a team-based environment
• Ability to work independently and discover solutions to new problems

PREFERRED QUALIFICATIONS

• Adept at multitasking to achieve individual, team, and organizational goals
• Ability to listen first, verify the problem, and work to quickly resolve the problem
• An eye for detail and thoroughness
• Strong note-taking and case-management skills
• Have a strong desire to succeed and own the support process
• One or more Industry certifications in VDI, Active Directory, or Networking 
• An enthusiastic person who loves working in an entrepreneurial environment with smart, talented, and passionate individuals
• Excellent written and verbal skills
• Prior IT support experience
• Basic Understanding of networking concepts