Product Support Engineer - Tier 2

Vasion•Lehi, UT

1d•Hybrid

About The Position

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.

Requirements

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

Nice To Haves

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.

Responsibilities

Diagnose and resolve complex technical problems related to our software, integrations, and infrastructure.
Interface with customers in a professional and positive manner, providing clear explanations and solutions to both technical and non-technical users.
Work closely with Tier 1 and Tier 3 support teams, as well as other departments, to efficiently resolve escalated tickets.
Proactively look for trends in customer-reported issues to help identify potential bugs and opportunities for product enhancements.
Recreate customer issues in test environments to pinpoint root causes, and thoroughly document your findings, steps, and resolutions for our case history database.
Develop and maintain knowledge-base articles and internal training materials to empower both our team and our customers.
Participate in an on-call rotation for after-hours support and be flexible with shifts to support our global operations.
Collaborate with your manager to define and track measurable goals (OKRs) that align with our team and company objectives.

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