About VasionFor more than a decade, Vasion has been helping companies simplify their print infrastructure, automate business processes, and integrate their technology in a more secure environment. Our mission, to make digital transformation attainable for everyone, drives a culture of innovation and exploration. We have one simple goal: help organizations simplify processes through automation and integration.So we created simple, cost-effective, and easy-to-implement digital tools that work together, removing bottlenecks and improving efficiency. And we’re always on the lookout for new people who can help us innovate, grow, and reach our goal.
About the roleThe 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 doDeliver world-class technical support to customers, resellers, and partners via Salesforce case managementTriage incoming cases: gather environment details, reproduce reported behavior, and drive first-contact resolution where possibleDocument cases thoroughly — your notes are the handoff to T2/T3 and the foundation for knowledge base articlesContribute to and maintain KCS (Knowledge-Centered Service) articles, turning solved problems into reusable resourcesEscalate complex issues to Tier 2 with full case context, environment details, and steps already attemptedParticipate in on-call rotation and shift coverage as needed to support global customers across EMEA and APAC time zonesContribute to team MAP goals and support department-level performance initiativesQualificationsPrior helpdesk or IT support experience, or equivalent hands-on technical backgroundComfort working in Windows 10/11 and macOS environments — installation, configuration, and client-side troubleshootingBasic understanding of networking concepts: DNS, DHCP, TCP/IP, and firewall fundamentalsFamiliarity 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 engineerExcellent case management discipline: thorough notes, consistent follow-through, nothing falling through the cracksDesired Technical Skills:Experience with print environments, driver deployment, or output management toolsExposure to MFA or SSO from an end-user support perspectiveFamiliarity with Citrix or VDI environments at a user/client levelIndustry certifications (CompTIA A+, Network+, or similar)Experience with Salesforce or similar case management platformsBenefitsFlexible work environmentDiscretionary Vacation BonusFlexible paid time offPaid parental leaveCompetitive payA full suite of traditional benefitsTraining/Advancement opportunities401k with company match and immediate vestingMental health & coaching supportFinancial wellness educationCompany-contributed HSAOn-site perks include gym, pickleball, snacks & drinks, arcade, theater room, etc.Our Core ValuesVasion 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 VasionVisit https://www.vasion.com to learn more about Vasion.Additional InformationVasion 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.
About Vasion
