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 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.

Product Support Engineer responsibilities include, but are not limited to the following: 

• World Class Customer Service
• Product support
• Replicating and documenting customer problems
• Documentation for cases and training
• Point of escalation for sales engineers
• Working with a KCS program creating, contributing and maintaining knowledge base articles
• Ability to create, work and update Objectives and Key Results (OKRs)* 
• On Call and shift work may be required

Requirements

Ideal Qualities of the Product Support Engineer:

• An enthusiastic person who loves working in an entrepreneurial environment with smart, talented and passionate individuals
• Excellence in Customer Service
• Have a strong desire to succeed and own the support process
• 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

Desired Technical Skills:

• 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
• Basic Understanding of networking concepts

Professionalism:

• Excellent written and verbal skills
• Highly organized with ability to manage multiple cases at one time
• Proven experience interfacing with customers in a professional manner with a positive attitude
• Ability to work in a team-­based environment
• Demonstrated ability to work independently and discover solutions to new problems

Minimal Requirements:

• One or more Industry certifications in VDI, Active Directory, Networking preferred
• Prior IT support experience or equivalent 

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

Benefits

• Flexible work environment
• Discretionary Vacation bonus
• Flexible paid time off
• Paid parental leave
• Competitive pay
• A full suite of traditional benefits
• Training/Advancement opportunities
• 401k with company-match
• Mental Health Wellness Support
• Financial wellness education
• Company-contributed HSA
• Headquarter perks include gym, pickleball, snacks & drinks, arcade, theater room, monthly All Hands lunch, etc.
• Lehi, Utah office perks include gym access, snacks & drinks, monthly All Hands lunch

OUR CORE VALUES

Vasion looks for people who will exemplify its core values and are driven to become:

• Action Owners (Extreme Ownership by Jocko Willink and Leif Babin)
• Candor Seekers (Radical Candor by Kim Scott)
• Relationship Builders (Leadership and Self-deception by The Arbinger Institute)
• Storytellers (Building a StoryBrand: Clarify Your Message So Customers Will Listen by Donald Miller)

MORE ABOUT VASION

Visit https://www.vasion.com and https://www.printerlogic.com.

ADDITIONAL INFORMATION

Vasion is an equal opportunity employer. We evaluate qualified applicants without regard to race, age, color, religion, sex, national origin, disability, veteran status, gender identity, sexual orientation, and other legally protected characteristics.