Product Support Engineer - Tier 1

About the role

The Product Support Engineer — Tier 1 is the first line of defense for our customers, resellers, and partners. You'll own the full lifecycle of incoming support cases: triaging, troubleshooting, documenting, and resolving technical issues across the Vasion product suite. When issues push beyond T1 scope, you'll escalate with context and precision — not just a handoff. This position reports to the Product Support Manager.

Note: This position is located in St. George, Utah.

What you'll do

• Deliver world-class technical support to customers, resellers, and partners via Salesforce case management
• Triage incoming cases: gather environment details, reproduce reported behavior, and drive first-contact resolution where possible
• Document cases thoroughly — your notes are the handoff to T2/T3 and the foundation for knowledge base articles
• Contribute to and maintain KCS (Knowledge-Centered Service) articles, turning solved problems into reusable resources
• Escalate complex issues to Tier 2 with full case context, environment details, and steps already attempted
• Participate in on-call rotation and shift coverage as needed to support global customers across EMEA and APAC time zones
• Contribute to team MAP goals and support department-level performance initiatives

Qualifications

• Prior helpdesk or IT support experience, or equivalent hands-on technical background
• Comfort working in Windows 10/11 and macOS environments — installation, configuration, and client-side troubleshooting
• Basic understanding of networking concepts: DNS, DHCP, TCP/IP, and firewall fundamentals
• Familiarity with Active Directory and user account management at a basic level (password resets, group membership, login issues)
• Strong written and verbal communication — you can gather the right information from a frustrated customer and translate it clearly for an engineer
• Excellent case management discipline: thorough notes, consistent follow-through, nothing falling through the cracks

Desired Technical Skills:

• Experience with print environments, driver deployment, or output management tools
• Exposure to MFA or SSO from an end-user support perspective
• Familiarity with Citrix or VDI environments at a user/client level
• Industry certifications (CompTIA A+, Network+, or similar)
• Experience with Salesforce or similar case management platforms

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 and immediate vesting
• Mental health & coaching support
• Financial wellness education
• Company-contributed HSA
• On-site perks include gym, pickleball, snacks & drinks, arcade, theater room, etc.

Our Core Values

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

• Disruptive Visionaries: Our customers are the heroes, and our role is to be a guide on their journey, truly listening and identifying the needs and wants of our customers.
• Relationship Builders: We treat people as people, building strong relationships through empathy, compassion, and honest communication.
• Candor Seekers: Candid conversations are critical to achieving objectives, and we nurture a culture of caring personally and challenging directly.
• Action Owners: Every employee takes ownership of any failures and develops a plan to win, no matter their tenure or circumstance.

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.