Product Support Engineer - Tier 1 (Remote EMEA)

About the Role

We are seeking a dedicated Product Support Engineer - Tier 1 (Remote) to join our dynamic team at Vasion. This role is essential for providing top-notch technical support to our customers, resellers, and partners, ensuring their experience with our SaaS solutions is exceptional. As a Product Support Engineer, you will be the primary technical resource for resolving issues and supporting our Solution Engineers during pre-sales inquiries. Your expertise will help us achieve our mission of making digital transformation accessible to everyone.

What You'll Do

• Deliver outstanding customer support experiences that build trust and satisfaction.
• Troubleshoot and resolve customer-reported issues across supported products in a timely manner.
• Reproduce customer problems in a controlled environment and document findings to support resolution.
• Maintain accurate case notes and contribute to internal documentation for team efficiency.
• Collaborate with Solution Engineers on product-related inquiries and provide reliable support.
• Actively participate in the Knowledge-Centered Service (KCS) program by creating and updating knowledge base articles.
• Engage with the Missions and Aspirational Performances (MAPs) framework to set and achieve personal growth objectives.

Requirements

• Proficient in English, with excellent written and verbal communication skills.
• Fluent in German (C1 level) with strong written and verbal abilities.
• Working knowledge of Windows Server 2019/2022 environments.
• Familiarity with MySQL for basic database interaction and troubleshooting.
• Experience with Active Directory, LDAP, MFA, and related authentication concepts.
• Comfortable working across Microsoft Windows 10 & 11, macOS, and Linux environments.
• Solid understanding of networking principles relevant to enterprise support.
• Prior IT support experience or equivalent hands-on technical exposure.

Nice to Have

• One or more industry certifications in VDI, Active Directory, or Networking.
• Proficiency in a third language such as French, Italian, or Spanish.

What We Offer

• Flexible work environment with the possibility of remote work.
• Discretionary vacation bonus and competitive compensation package.
• Training and career advancement opportunities.
• Pension contribution and mental health wellness support.
• Onsite perks including snacks and refreshments.

Join us as a Product Support Engineer - Tier 1 (Remote) and be part of a team that values collaboration, customer-first mindset, and ownership mentality. Your contributions will help shape the future of our SaaS solutions and enhance customer satisfaction.