Product Support Engineer - Tier 1

Vasion•St. George, UT

1d•Onsite

About The Position

Vasion is on a mission to make digital transformation attainable for everyone. We build an affordable, integrated, cloud-native SaaS platform that simplifies business processes — from print automation to workflow orchestration to esignature. With 400+ employees across the US, UK, and Germany, we move fast, think outside the box, and take extreme ownership of outcomes. Role Overview 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.

Requirements

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

Nice To Haves

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

Responsibilities

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

Benefits

Flexible work environment
Paid parental leave
Discretionary Vacation Bonus
Flexible paid time off
Competitive pay
A full suite of traditional benefits
Training/Advancement opportunities
401k with company-match and immediate vesting
Financial wellness education
Company-contributed HSA
Onsite perks include gym, pickleball, snacks & drinks, arcade, theater room, etc.