Product Support Engineer - Tier 2

Vasion is seeking a Product Support Engineer - Tier 2 who embodies our core values and is eager to join our dynamic team. We are dedicated to enabling digital transformation for everyone by providing an affordable, integrated SaaS solution that simplifies business operations. Vasion offers a flexible working environment for our 400+ employees around the globe, including at our headquarters in St. George, Utah, and offices in the UK, Germany, and Lehi, Utah.

Role Overview

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. As a Tier 2 Product Support Engineer, you'll be the go-to expert for challenging technical issues. You're a great fit if you're a curious and organized problem-solver with a knack for technology and a passion for helping people.

Responsibilities

• 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

• At least 2 years of experience in a customer service or support role within the tech industry.
• Familiarity with Identity Providers like Entra, Okta, etc.
• A working knowledge of Active Directory, LDAP, and MFA.
• Experience with multiple operating systems, including Windows 10/11, Mac, and Linux.
• A solid understanding of basic networking concepts and principles.

Preferred Qualifications

• One or more industry certifications in VDI, Active Directory, or Networking.
• Ability to work both independently and collaboratively in a team environment.
• Excellent written and verbal communication skills.
• Organized and able to manage multiple cases simultaneously.
• A proven ability to listen, verify the problem, and work quickly and thoroughly to resolve it.
• A strong attention to detail and a commitment to meticulous note-taking and case management.
• An enthusiastic person with a strong desire to succeed and take ownership of the support process.
• A positive attitude and a professional demeanor when interacting with customers.

• Flexible work environment
• Vacation Bonus
• Flexible paid time off
• Paid parental leave
• 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.

Our Core Values

Vasion looks for people who will exemplify its four core values and are driven to become:

• Action Owners, with principles drawn from Extreme Ownership by Jocko Willink and Leif Babin
• Candor Seekers, illustrated in Radical Candor by Kim Scott
• People Builders, as detailed in Leadership and Self-deception by The Arbinger Institute
• Storytellers, guided by principles from Building a StoryBrand: Clarify Your Message So Customers Will Listen by Donald Miller

More about Vasion

Visit https://www.vasion.com to learn more about Vasion.

Additional Information

Vasion 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.