Product Support Engineer - Tier 1

Vasion•St. George, UT

About The Position

The Product Support Engineer — Tier 1 is the first line of defense for Vasion customers, resellers, and partners. The role owns incoming support cases throughout their lifecycle, including triage, troubleshooting, documentation, and resolution of technical issues across the Vasion product suite. Issues beyond Tier 1 scope are escalated with complete context and precision. The position reports to the Product Support Manager and is located in St. George, Utah.

Requirements

Prior helpdesk or IT support experience, or an equivalent hands-on technical background.
Comfort working in Windows 10/11 and macOS environments, including installation, configuration, and client-side troubleshooting.
Basic understanding of networking concepts, including DNS, DHCP, TCP/IP, and firewall fundamentals.
Basic familiarity with Active Directory and user account management, including password resets, group membership, and login issues.
Strong written and verbal communication skills, including the ability to gather information from frustrated customers and communicate it clearly to an engineer.
Excellent case management discipline, with thorough notes, consistent follow-through, and attention to unresolved items.

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 or client level.
Industry certifications such as CompTIA A+, Network+, or similar.
Experience with Salesforce or similar case management platforms.

Responsibilities

Provide technical support to customers, resellers, and partners through Salesforce case management.
Triage incoming cases by gathering environment details, reproducing reported behavior, and pursuing first-contact resolution where possible.
Document cases thoroughly to support Tier 2 and Tier 3 handoffs and inform knowledge base articles.
Contribute to and maintain KCS (Knowledge-Centered Service) articles, turning resolved 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 customers across EMEA and APAC time zones.
Contribute to team MAP goals and department-level performance initiatives.

Benefits

Flexible work environment.
Discretionary Vacation Bonus.
Flexible paid time off.
Paid parental leave.
Competitive pay.
A full suite of traditional benefits.
Training and advancement opportunities.
401(k) with company match and immediate vesting.
Mental health and coaching support.
Financial wellness education.
Company-contributed HSA.
On-site perks including a gym, pickleball, snacks and drinks, arcade, and theater room.