Product Support Engineer - Tier 2

Vasion is looking for a Product Support Engineer, Tier 2 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.

Note: This position is located in St. George or Lehi, Utah. Hybrid may be considered for the right candidate.

POSITION SUMMARY

The Product Support Engineer, Tier 2 is the primary technical resource for internal, customer, reseller, and partner support. The selected candidate is responsible for identifying, troubleshooting, and resolving issues that are either directly or indirectly related to the product. Thus, the support engineer must be able to articulate technology and product positioning to both business and technical users. The support engineer must be able to establish and maintain strong relationships throughout the sales cycle. This position reports to the Product Support Manager.

RESPONSIBILITIES:

• Troubleshoot complex technical issues across software, integrations, and infrastructure
• Interface with customers in a professional manner and with a positive attitude
• Collaborate with Tier 1 and Tier 3 support as well as other teams to resolve escalated tickets efficiently
• Assist in identifying trends in reported issues and communicate potential bugs or enhancements
• Recreate customer-reported issues in test environments to diagnose root causes accurately
• Thoroughly document steps, findings, and resolutions to build a robust record of case histories
• Maintain detailed case logs in the support system, ensuring clear handoff notes for follow-ups
• Create and update internal training materials and guides to enhance team knowledge and efficiency
• Act as a technical resource for Sales Engineers by providing in-depth 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)
• Track progress, report on outcomes, and proactively adjust strategies to meet OKRs
• 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 2 years of experience in Customer Service in the Tech Industry or a related field
• Working knowledge of Windows Server 2012 and 2019
• Working knowledge of Microsoft SQL 2012 through 2019
• Working knowledge of Active Directory, LDAP, MFA
• Working knowledge of IIS
• Experience with Microsoft Windows 10, 11, XP, Mac, Linux
• Prior IT support experience 
• Basic Understanding of networking concepts
• 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