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