Product Support Engineer
Vasion
St George, UTFresher14m agovia LinkedIn
This job at a glance
- Who can apply
- New grads, no experience needed
- Must know
- TroubleshootingHelp deskWindowsNetwork securityNetworkingActive Directory
- Nice to have
- SalesforceCompTIA A+
- Work
- On-site in St George
- Pay
- Not stated by the employer.
- Skill demand
- Troubleshooting71%Help desk24%Windows20%Network security5%of 99 similar entry-level jobs posted in the US this week
- Listed
- Nov 5, 2026 · still open
Sign in free to see which of these skills your resume already shows.
About the Role
The Product Support Engineer — Tier 1 is the first line of defense for Vasion's customers, resellers, and partners. This role owns the full lifecycle of incoming support cases, including triaging, troubleshooting, documenting, and resolving technical issues across the Vasion product suite. Issues beyond Tier 1 scope will be escalated with context and precision. This position reports to the Product Support Manager.
Note: This position is located in St. George, Utah.
Key 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.
- Document cases thoroughly to serve as handoff for Tier 2/3 and for knowledge base article creation.
- Contribute to and maintain KCS (Knowledge-Centered Service) articles.
- Escalate complex issues to Tier 2 with full case context, environment details, and steps already attempted.
- Participate in on-call rotation and shift coverage to support global customers across EMEA and APAC time zones.
- Contribute to team MAP goals and support department-level performance initiatives.
Requirements & Tech Stack
- 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 skills.
- Excellent case management discipline: thorough notes and consistent follow-through.
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 like CompTIA A+, Network+, or similar.
- Experience with Salesforce or similar case management platforms.