Product Support Engineer – Tier 2

🔥 0 minutes ago

⛷️ Utah – Remote

⛷️ Utah – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

🚫👨‍🎓 No degree required

Apply Now

Find Similar Remote Jobs

Receive Emails For Remote Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Vasion

WebsiteLinkedInAll Job Openings

201 - 500 employees

☁️ SaaS

🏢 Enterprise

🤝 B2B

SaaS • Enterprise • B2B

Vasion is a company that provides a comprehensive platform for orchestrating and automating business processes. Their solutions include print management, content management, workflow automation, and more, all designed to help organizations enhance efficiency and progress towards digital transformation. They focus on creating no-code automation tools that simplify tasks, and ensure data security and compliance across various industries such as government, education, logistics, and healthcare. Vasion partners with multiple organizations to streamline document management and automation processes, enabling businesses to succeed in the digital future.

📋 Description

• 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. You'll be a key contributor to our Knowledge-Centered Service (KCS) program. • 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.

🎯 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 • Preferred Qualifications • 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.

🏖️ 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