Product Support Engineer – Tier 2

This is a fully remote position, open to applicants in Utah.

📋 Description

• Identify and resolve intricate technical issues associated with our software, integrations, and infrastructure.

• Engage with customers professionally and positively, providing clear explanations and solutions for both technical and non-technical users.

• Collaborate closely with Tier 1 and Tier 3 support teams, along with other departments, to efficiently address escalated tickets.

• Actively seek patterns in customer-reported issues to help identify potential bugs and opportunities for product improvements.

• Replicate customer issues in testing environments to determine root causes, thoroughly documenting your findings, steps, and resolutions for our case history database.

• Create and maintain knowledge-base articles and internal training materials to empower both our team and our customers. You will play a vital role in our Knowledge-Centered Service (KCS) program.

• Participate in an on-call rotation for after-hours support and demonstrate flexibility with shifts to support our global operations.

• Work with your manager to establish and track measurable goals (OKRs) that align with our team and company objectives.

⛳️ Requirements

• A minimum of 2 years of experience in Customer Service within the Tech Industry or a related field.

• Familiarity with Windows Servers.

• Knowledge of Active Directory, LDAP, and Group Policy.

• Experience with Identity Providers (e.g., Entra, Okta).

• Proficiency with client operating systems: Microsoft Windows, macOS, ChromeOS, and Linux.

• Basic understanding of networking concepts.

• Strong organizational skills with the ability to manage multiple cases simultaneously.

• Experience engaging with customers in a professional manner while maintaining a positive attitude.

• Ability to work effectively in a team-oriented environment.

• Capability to work independently and find solutions to new challenges.

• Preferred Qualifications

• Knowledge of SQL for database troubleshooting and queries.

• Strong problem-solving skills: the ability to actively listen, verify the core issue, and resolve it quickly and thoroughly.

• Detail-oriented and organized: excellent skills in note-taking and case management to ensure careful handling of every issue.

• Ownership and growth mindset: a proactive individual eager to take full ownership of the support process and thrive in a dynamic, entrepreneurial environment.

• Effective communication: outstanding written and verbal communication skills.

• Relevant certifications: one or more industry certifications in VDI, Active Directory, or Networking.

🏝️ Benefits

• Flexible work environment.

• Discretionary vacation bonus.

• Flexible paid time off.

• Paid parental leave.

• Competitive salary.

• A comprehensive suite of traditional benefits.

• Opportunities for training and advancement.

• 401k with company matching.

• Mental health wellness support.

• Financial wellness education.

• Company-contributed HSA.

• Headquarters perks include gym access, pickleball, snacks & drinks, an arcade, theater room, monthly All Hands lunch, and more.

• Lehi, Utah office perks include gym access, snacks & drinks, and monthly All Hands lunch.