Product Support Engineer - Tier 3

Vasion is looking for a Product Support Engineer - Tier 3 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 300+ employees across the world, including at our global headquarters in St. George, Utah, or in one of our other offices in the UK, Germany, and Lehi, Utah.

POSITION SUMMARY

As Product Support Engineer - Tier 3, you will be responsible for providing advanced technical support and solutions for complex issues related to the company's products or services. Working closely with Tier 1 and Tier 2 support teams, your primary focus will be on troubleshooting escalated cases, performing in-depth analysis, and delivering effective resolutions to ensure customer satisfaction.

RESPONSIBILITIES:

• Investigate and resolve escalated technical issues that couldn’t be resolved by Tier 1 and Tier 2 support teams. Apply advanced problem-solving skills to identify root causes and provide comprehensive solutions.
• Develop a deep understanding of the product or service, its architecture, and underlying technologies to offer expert guidance and support.
• Collaborate with cross-functional teams, including engineering, product management, and quality assurance, to communicate complex issues and drive solutions. Provide clear and concise updates to stakeholders and customers.
• Create and maintain detailed documentation of troubleshooting steps, best practices, and solutions for reference by other support tiers and internal teams.
• Identify trends in escalated issues and work proactively to improve product reliability and support processes. Provide feedback to the development team for product enhancements and bug fixes.
• Engage with customers directly to understand their technical concerns, convey complex technical information in a comprehensible manner, and ensure customer satisfaction through timely and effective solutions.
• Create Advanced KB documentation on a regular basis 
• Replicate and submit product defects with detailed explanations and sufficient documentation
• Mentor lower tiers as appropriate
• Notate troubleshooting steps and resolutions clearly and accurately
• Create complete and accurate bug tickets
• Become a Subject Matter Expert on Printer Installer/PrinterCloud/Automate

Requirements

• Bachelor’s degree in Computer Science, Engineering, or a related technical field (or equivalent work experience).
• Proficiency in troubleshooting complex software, hardware, and network-related issues.
• Strong knowledge of programming languages, system architecture, databases, and networking protocols.
• Excellent communication skills, both written and verbal, with the ability to convey technical concepts to non-technical audiences.
• Experience working in a fast-paced, customer-centric environment with a focus on delivering high-quality solutions.
• Understanding of networking concepts, including Routing, LANs, VLANs, and WANs
• Working knowledge of Windows Server 2008 and 2012
• Working knowledge of VDI and Citrix
• Working knowledge of Active Directory and LDAP
• Working knowledge of applications deployment using GPO, SCCM, or others
• HTML basics, scripting basics, VMware, website administration, and IIS
• Mastery of one or more client operating systems: Microsoft Windows, Apple OS, ChromeOS, or Linux (Ubuntu)

• MySQL Troubleshooting and MySQL queries 
• Terminal Services/RDS
• Advanced troubleshooting 
• Powershell
• Python, Java Script or another programming language

Benefits

• 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
• 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.

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

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.