About the job
Vasion is in search of a dedicated Tier 1 Product Support Engineer who embodies our core values and is eager to contribute to our expanding team. Our mission is to make digital transformation accessible to all by providing an integrated SaaS solution that streamlines business processes affordably. We offer a flexible work environment for our global workforce of over 300 employees, with opportunities at our headquarters in St. George, Utah, and offices in the UK, Germany, and Lehi, Utah.
POSITION OVERVIEW
The Tier 1 Product Support Engineer serves as the primary technical resource for support related to our products, assisting internal teams, customers, resellers, and partners. The successful candidate will be responsible for identifying, troubleshooting, and resolving issues that may pertain directly or indirectly to our products. This role requires effective communication of technology and product positioning to both technical and business users, as well as establishing and maintaining strong relationships throughout the sales cycle. This position reports to the Product Support Manager.
Key Responsibilities:
- Delivering exceptional customer service
- Providing comprehensive product support
- Replicating and documenting customer challenges
- Creating documentation for cases and training purposes
- Acting as a point of escalation for sales engineers
- Contributing to and maintaining knowledge base articles within a KCS program
- Setting and updating Objectives and Key Results (OKRs)
- Availability for on-call and shift work as required
Qualifications:
- A proactive individual with a passion for working in a dynamic, entrepreneurial environment alongside talented and dedicated professionals
- Outstanding customer service skills
- A strong commitment to personal and team success, taking ownership of the support process
- Ability to multitask effectively to meet individual, team, and organizational objectives
- A keen attention to detail and thoroughness
- Excellent note-taking and case management capabilities
Technical Skills Preferred:
- Proficient in Windows Server 2012 and 2019
- Familiarity with Microsoft SQL 2012 to 2019
- Understanding of Active Directory, LDAP, and MFA
- Experience with IIS
- Knowledge of Microsoft Windows 10, 11, XP, Mac, and Linux
- Basic understanding of networking concepts
Professional Skills:
- Excellent written and verbal communication skills
- Highly organized with the ability to manage multiple cases simultaneously
- Proven experience in professional customer interaction with a positive demeanor
- Capacity to thrive in a collaborative team environment
- Ability to work independently and solve problems proactively

