Product Support Engineer - Tier 1 (EMEA)

Our Vasion office in Frankfurt, Germany is looking for a tier 1 Product Support Engineer that exemplifies our core values and wants to be part of our growing team. We are committed to making digital transformation attainable to everyone by building an affordable, integrated SaaS solution that simplifies business processes. Vasion offers a flexible working environment for our 300+ employees across the world, including at our global headquarters in St. George, Utah, or in one of our other offices in the UK, Germany, and Lehi, Utah.

Position Summary

The Product Support Engineer – Tier 1 is the primary technical resource for customer, reseller, and partner support, as well as supporting our Solution Engineers with pre-sales inquiries. The selected candidate is responsible for identifying, troubleshooting, and resolving issues that are either directly or indirectly related to the product. The support engineer must be able to articulate technology and product positioning to both business and technical users. This position reports to the Product Support Manager.

Responsibilities

Product Support Engineer responsibilities include, but are not limited to, the following:

• Customer Experience Excellence — Deliver outstanding, empathetic support experiences that build trust and customer satisfaction at every interaction.
• Technical Product Support — Troubleshoot and resolve customer-reported issues across supported products in a timely and professional manner.
• Issue Replication & Documentation — Reproduce customer problems in a controlled environment, clearly documenting findings to support resolution and cross-team visibility.
• Case & Knowledge Documentation — Maintain accurate case notes and contribute to internal documentation to support team efficiency and continuous learning.
• Solution Engineer Support — Serve as a reliable point of escalation and collaboration for solution engineers on product-related inquiries.
• Knowledge Management (KCS) — Actively participate in the Knowledge-Centered Service (KCS) program by creating, updating, and maintaining knowledge base articles that benefit both customers and colleagues.
• Performance & Development Goals — Engage with the Missions and Aspirational Performances (MAPs) framework to set, track, and achieve individual growth and performance objectives.

Ideal Qualities

• Collaborative & Driven — A motivated self-starter who thrives in a fast-paced, entrepreneurial environment and enjoys working alongside talented, passionate teammates.
• Customer-First Mindset — Genuinely committed to delivering exceptional customer experiences at every touchpoint.
• Ownership Mentality — Takes initiative and personal accountability for the support process, seeing issues through from first contact to resolution.
• Adaptable & Organized — Able to manage multiple priorities simultaneously while keeping individual, team, and company goals in focus.
• Active Listener & Problem Solver — Listens carefully to understand the root of a problem before acting, then works efficiently to deliver a clear and timely resolution.
• Detail-Oriented — Approaches every case with thoroughness and precision, ensuring nothing is overlooked.
• Strong Communicator — Skilled in clear, concise note-taking and effective case management to keep all stakeholders informed and aligned.

Professionalism

• English Language Proficiency — Excellent written and verbal communication skills in English are essential for this role.
• German Language Proficiency — Fluent in German to a minimum of C1 level, with strong written and verbal ability.
• Additional Language Skills — Proficiency in a third language such as French, Italian, or Spanish is highly desirable.
• Organized & Efficient — Highly organized with the ability to manage and prioritize a high volume of cases simultaneously without compromising quality.
• Professional Customer-Facing Skills — Proven ability to engage with customers in a professional, positive, and solution-focused manner across all interactions.
• Team Player — Collaborative by nature, with a genuine ability to contribute effectively within a team-based environment.
• Self-Sufficient Problem Solver — Demonstrates the initiative and resourcefulness to work independently and find solutions to new or unfamiliar challenges.

Requirements

• Windows Server — Working knowledge of Windows Server 2019 and/or 2022 environments.
• Database Fundamentals — Familiarity with MySQL for basic database interaction and troubleshooting.
• Identity & Access Management — Working knowledge of Active Directory, LDAP, MFA, and related authentication concepts.
• Identity Providers — Practical experience with identity provider platforms such as Microsoft Entra/Azure AD, Okta, Google Workspace, or similar.
• Cross-Platform OS Experience — Comfortable working across Microsoft Windows 10 & 11, macOS, and Linux environments.
• Networking Concepts — Solid foundational understanding of networking principles relevant to enterprise support environments.

Minimum Requirements

• One or more industry certifications in VDI, Active Directory, or Networking (preferred but not required).
• Prior IT support experience or equivalent hands-on technical exposure.

Location & Work Model

This position is based in Frankfurt, Germany. The successful candidate is expected to work from the office a minimum of 3 days per week.

Benefits

• Flexible work environment
• Discretionary Vacation bonus
• Competitive compensation package
• Training and Career Advancement opportunities
• Pension contribution
• Mental Health Wellness Support
• Financial wellness education
• Onsite perks including snacks and refreshments

Our Core Values

Vasion looks for people who will exemplify its core values and are driven to become:

• Action Owners (Extreme Ownership by Jocko Willink and Leif Babin)
• Candor Seekers (Radical Candor by Kim Scott)
• Relationship Builders (Leadership and Self-deception by The Arbinger Institute)
• Storytelling (Building a StoryBrand: Clarify Your Message So Customers Will Listen by Donald Miller)

More About Vasion

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Additional Information

Vasion is an equal opportunity employer. We evaluate qualified applicants without regard to race, age, color, religion, sex, national origin, disability, veteran status, gender identity, sexual orientation, and other legally protected characteristics.