Product Support Engineer - Tier 1 @ Vasion
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Job Details
Overview
Vasion is looking for a Product Support Engineer - Tier 1 that exemplifies our core values and is committed to making digital transformation attainable through an affordable, integrated SaaS solution. This role is key to ensuring customers experience the full value of our product.
Position Summary
The Product Support Engineer - Tier 1 serves as the go-to technical resource for internal teams, direct customers, resellers, and partners. You will identify, troubleshoot, and resolve product related issues while communicating clearly with both business and technical users. This role reports to the Product Support Manager.
Job Responsibilities
- Troubleshoot basic technical issues across software, integrations, and infrastructure.
- Interface with customers to ensure excellent support experiences.
- Escalate unresolved or complex issues to Tier 2 or appropriate teams.
- Identify trends and communicate potential bugs or enhancements.
- Maintain detailed case logs and provide clear handoff notes.
- Assist Sales Engineers with product knowledge and troubleshooting support.
- Collaborate on setting measurable goals with your manager.
- Be flexible with work shifts for global operations or peak demands.
- Document steps, findings, and resolutions; contribute to the KCS program.
- Create and maintain accurate, user-friendly knowledge-base articles.
- Perform other duties as assigned.
Qualifications
At least 1 year of experience in Customer Service in the Tech Industry or a related field is required. Familiarity with Microsoft SQL (2016-2025), basic troubleshooting in Microsoft Windows and Windows Server environments is needed.
Preferred Qualifications & Skills
- Understanding of networking concepts (TCP/IP, DNS)
- Basic troubleshooting of IIS
- Working knowledge of Active Directory, LDAP, and identity providers (Azure, Okta)
- Experience with 3rd party storage systems (SharePoint, AWS)
- Strong case management and note-taking skills
- Industry certifications such as SQL, Network+, Security+
What We Offer
Enjoy flexible work environment options at our global headquarters in St. George, UT or our Lehi, UT office. Benefits include competitive pay, flexible PTO, discretionary vacation bonus, paid parental leave, a comprehensive benefits suite and many on-site perks such as gym access, snacks, and monthly All Hands lunches.
Core Values at Vasion
We look for Action Owners, Candor Seekers, Relationship Builders, and Storytellers. If you align with these values and thrive in an entrepreneurial environment with smart, passionate individuals, we encourage you to apply.
Key skills/competency
Product Support Engineer - Tier 1, troubleshooting, customer service, technical support, SaaS, SQL, Windows, networking, Active Directory, knowledge-base
How to Get Hired at Vasion
🎯 Tips for Getting Hired
- Customize your resume: Emphasize technical support and troubleshooting skills.
- Research Vasion's culture: Study their mission and core values online.
- Highlight SaaS experience: Specify any SaaS or digital transformation projects.
- Prepare for technical questions: Review SQL, Windows, and networking fundamentals.
- Practice customer service scenarios: Demonstrate problem-solving and communication strengths.