Product Support Engineer - Tier 2
New
V
VasionSaaS, Software
Lehi, Utah, United States. St. George, Utah, United StatesFull-TimeMiddle
Salary not disclosed
Apply NowOpens the employer's application page
Job Details
- Experience
- 2+ years
- Required Skills
- SQLLDAPNetworkingTechnical support
Requirements
- 2+ years of experience in Customer Service in the Tech Industry or a related field.
- Familiarity with Windows Servers.
- Familiarity with Active Directory, LDAP, and Group Policy.
- Familiarity with Identity Providers (e.g., Entra, Okta).
- Experience with client operating systems: Microsoft Windows, macOS, ChromeOS, Linux.
- Basic understanding of networking concepts.
- Ability to manage multiple cases at one time.
- Strong problem-solving, active listening, and case management skills.
- Excellent written and verbal communication skills.
- Knowledge of SQL for database troubleshooting (preferred).
- Industry certifications in VDI, Active Directory, or Networking (preferred).
Responsibilities
- Diagnose and resolve complex technical problems related to software, integrations, and infrastructure.
- Interface with customers in a professional and positive manner.
- Work closely with Tier 1 and Tier 3 support teams to resolve escalated tickets.
- Proactively look for trends in customer-reported issues to identify bugs and product enhancements.
- Recreate customer issues in test environments and document findings and resolutions.
- Develop and maintain knowledge-base articles and training materials.
- Participate in an on-call rotation for after-hours support.
View Full Description & ApplyYou'll be redirected to the employer's site
