Product Support Engineer - Tier 2

Are you a technical problem-solver who enjoys working with people? Vasion is looking for a Product Support Engineer, Tier 2 to join our growing team. This is a critical role where you'll be the primary technical resource for our customers, partners, and internal teams, helping them navigate and solve complex product issues.

We're not just another SaaS company; we're on a mission to make digital transformation accessible to everyone. Our integrated solution simplifies business processes, and our supportive culture extends to our employees with flexible work options. With over 400 employees globally, we're a close-knit team with headquarters in St. George, Utah. This position is based in St. George, Utah, with a hybrid work schedule considered for the right candidate.

POSITION SUMMARY

As a Tier 2 Product Support Engineer, you'll be the go-to expert for challenging technical issues. Your day-to-day responsibilities will include:

• Troubleshoot and Resolve: Diagnose and resolve complex technical problems related to our software, integrations, and infrastructure.
• Customer Advocate: Interface with customers in a professional and positive manner, providing clear explanations and solutions to both technical and non-technical users.
• Collaborate and Escalate: Work closely with Tier 1 and Tier 3 support teams, as well as other departments, to efficiently resolve escalated tickets.
• Identify Trends: Proactively look for trends in customer-reported issues to help identify potential bugs and opportunities for product enhancements.
• Replicate and Document: Recreate customer issues in test environments to pinpoint root causes, and thoroughly document your findings, steps, and resolutions for our case history database.
• Create and Share Knowledge: Develop and maintain knowledge-base articles and internal training materials to empower both our team and our customers. You'll be a key contributor to our Knowledge-Centered Service (KCS) program.
• Maintain Operational Excellence: Participate in an on-call rotation for after-hours support and be flexible with shifts to support our global operations.
• Achieve Goals: Collaborate with your manager to define and track measurable goals (OKRs) that align with our team and company objectives.

You're a great fit if you're a curious and organized problem-solver with a knack for technology and a passion for helping people.

Basic Qualifications:

• 2+ years of experience in Customer Service in the Tech Industry or a related field
• Familiarity with Windows Servers
• Familiarity with Active Directory, LDAP, Group Policy
• Familiarity with Identity Providers (e.g. Entra, Okta)
• Experience with client operating systems: Microsoft Windows, macOS, ChromeOS, Linux.
• 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

• Knowledge of SQL for database troubleshooting and queries
• Strong Problem-Solving: An ability to actively listen, verify the core issue, and quickly and thoroughly resolve it.
• Meticulous & Organized: A keen eye for detail and strong skills in note-taking and case management to ensure every issue is handled with care.
• Ownership & Growth Mindset: A proactive individual with a desire to take full ownership of the support process and succeed in a dynamic, entrepreneurial environment.
• Effective Communication: Excellent written and verbal communication skills.
• Relevant Certifications: One or more industry certifications in VDI, Active Directory, or Networking.

• 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 four core values and are driven to become:

• Disruptive Visionaries — We think boldly and author missions that challenge the status quo. We don't follow the path; we help create it.
• Relationship Builders — We treat people as people. We build strong, lasting relationships through empathy, compassion, and honest communication with teammates, customers, and partners alike.
• Candor Seekers — We believe candid conversations are how great things get done. We care enough to challenge directly and create space for others to do the same.
• Action Owners — We take ownership of wins, failures, and outcomes. No matter your role or tenure, you have the power and the responsibility to drive results.

More about Vasion

Visit https://www.vasion.com to learn more about Vasion.

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.