About the position
Vasion is looking for a Product Support Engineer that exemplifies our core values and wants to be part of our growing team. We are committed to making digital transformation attainable to everyone by building an affordable, integrated SaaS solution that simplifies business processes. Vasion offers a flexible working environment for our 400+ employees across the world, including at our global headquarters in St. George, Utah or in Lehi, Utah. The Automate Pro Support Engineer - Tier 1 will be the go-to technical resource for internal, direct customers, resellers, and partner support; this role plays a crucial role in ensuring our customers experience the full value of our product. The selected candidate is responsible for identifying, troubleshooting, and resolving issues that are either directly or indirectly related to the product. Thus, the support engineer must be able to articulate technology and product positioning to both business and technical users. This position reports to the Product Support Manager.
Responsibilities
- Troubleshoot basic technical issues across software, integrations, and infrastructure (e.g. basic workflow errors, connectivity problems, user access issues)
- Interface with customers in a professional and positive manner to ensure excellent customer experiences
- Escalate unresolved or complex tickets to Tier 2 or appropriate teams efficiently
- Assist in identifying trends in reported issues and communicate potential bugs or enhancements
- Maintain detailed case logs in the support system, ensuring clear handoff notes for follow-ups
- Act as a technical resource for Sales Engineers by providing product knowledge and troubleshooting assistance
- Collaborate with your manager to define measurable goals aligned with team and company objectives
- Collaborate with team members to resolve issues efficiently and improve processes
- Be flexible with work shift as required to support global operations or peak demand periods
- Contribute to the award-winning culture we have in working with our customers by consistently providing empathetic, effective, and timely support
- Document steps, findings, and resolutions for all cases to build accurate records
- Contribute to the Knowledge-Centered Service (KCS) program by creating and maintaining accurate, user-friendly knowledge-base articles
- Regularly review and improve knowledge content to reflect product updates and evolving customer needs
- Perform other duties as assigned
Requirements
- At least 1 year of experience in Customer Service in the Tech Industry or a related field
- Familiarity with querying and basic administration of Microsoft SQL 2016 through 2025
- Proficient in basic troubleshooting within Microsoft Windows
- Proficient in basic troubleshooting within Windows Server 2016 through 2025
Nice-to-haves
- Fundamental understanding of networking principles (e.g. TCP/IP, DNS)
- Proficient in basic troubleshooting of IIS
- A working knowledge of Active Directory, LDAP, Identity Providers (e.g. Azure, Okta)
- Experience interfacing with customers in a professional manner with a positive attitude
- Demonstrated ability to prioritize and manage multiple support cases effectively
- Ability to work in a team-based environment
- Ability to work resourcefully and independently; discover solutions to new problems
- Working knowledge of 3rd party storage locations (e.g. Sharepoint, AWS)
- Adept at multitasking to achieve individual, team, and organizational goals
- Ability to listen first, verify the problem, and work to quickly resolve the problem
- An eye for detail and thoroughness
- Strong note-taking and case-management skills
- Have a strong desire to succeed and own the support process
- One or more Industry certifications (SQL, Network+, Security+)
- An enthusiastic person who loves working in an entrepreneurial environment with smart, talented, and passionate individuals
- Excellent written and verbal skills
- Prior IT support experience
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
