Ideal for IT support professionals with prior helpdesk experience who are comfortable troubleshooting Windows, macOS, and networking fundamentals. You should ha
Work type: onsite
Location: St. George, Utah, United States
Type: Full-time
Ideal for IT support professionals with prior helpdesk experience who are comfortable troubleshooting Windows, macOS, and networking fundamentals. You should have a practical understanding of Active Directory and user account management. **What makes it worth a look...** Vasion is hiring for an on-site role in St. George, Utah, offering a full benefits package that includes 401k with immediate vesting, paid parental leave, and a flexible time off policy. The office environment features unique perks like a gym, theater room, and pickleball courts. **You might be a good fit if you...** * Manage cases using Salesforce or similar ticketing platforms. * Troubleshoot DNS, DHCP, and TCP/IP networking issues. * Configure print environments and driver deployments. * Support end-users with MFA, SSO, or VDI/Citrix connectivity.
Vasion is on a mission to make digital transformation attainable for everyone. We build an affordable, integrated, cloud-native SaaS platform that simplifies business processes — from print automation to workflow orchestration to esignature. With 400+ employees across the US, UK, and Germany, we move fast, think outside the box, and take extreme ownership of outcomes.
## Role Overview
The 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.
## Responsibilities
• Deliver world-class technical support to customers, resellers, and partners via Salesforce case management
• Triage incoming cases: gather environment details, reproduce reported behavior, and drive first-contact resolution where possible
• Document cases thoroughly — your notes are the handoff to T2/T3 and the foundation for knowledge base articles
• Contribute to and maintain KCS (Knowledge-Centered Service) articles, turning solved 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 global customers across EMEA and APAC time zones
• Contribute to team MAP goals and support department-level performance initiatives
• Prior helpdesk or IT support experience, or equivalent hands-on technical background
• Comfort working in Windows 10/11 and macOS environments — installation, configuration, and client-side troubleshooting
• Basic understanding of networking concepts: DNS, DHCP, TCP/IP, and firewall fundamentals
• Familiarity 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 engineer
• Excellent case management discipline: thorough notes, consistent follow-through, nothing falling through the cracks
Desired Technical Skills:
• 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/client level
• Industry certifications (CompTIA A+, Network+, or similar)
• Experience with Salesforce or similar case management platforms
• Flexible work environment
• Paid parental leave
• Discretionary Vacation Bonus
• Flexible paid time off
• 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 core values and are driven to become:
• Action Owners (Extreme Ownership by Jocko Willink and Leif Babin)
• Candor Seekers (Radical Candor by Kim Scott)
• Relationship Builders (Leadership and Self-deception by The Arbinger Institute)
• Storytellers (Building a StoryBrand: Clarify Your Message So Customers Will Listen by Donald Miller)
## More About Vasion
Visit https://www.vasion.com and https://www.printerlogic.com.
ADDITIONAL INFORMATION