Product Support Engineer - Tier 1

Job description

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 foun...