Recast Software is hiring a
Technical Support Engineer, Remote - United States
Technical Support Engineer closed
🏢 Recast Software
💵 $80k-$110k
📍United States
Summary
The job is for a Technical Support Engineer at Recast Software in Minneapolis, MN. The role involves providing customer service, troubleshooting issues, creating and updating documentation, and assisting with technical training. The ideal candidate has 4+ years of tier 2 and 3 supporting Microsoft systems infrastructure or systems administration experience, 3+ years hands-on experience with complex enterprise network environments, proficiency in Salesforce, Zendesk, ServiceNow, or similar ticketing platform, and ability to participate in 24/7 on call services.
Requirements
- 4+ years of tier 2 and 3 supporting Microsoft systems infrastructure or systems administration experience
- 3+ years hands on experience with complex enterprise network environments and knowledge of the day-to-day world of Configuration Manager, SCCM, Intune and Microsoft tools used by IT teams to manage these environments
- 2+ years using command line tools / 'Windows PowerShell
- 2+ years WMI - Windows Management Instrumentation
- 2+ years’ experience with Windows OS and Server platforms
- 2+ years managing complex windows-based environment
- Proficiency in Salesforce, Zendesk, ServiceNow, or similar ticketing platform
- Ability to participate in 24/7 on call services
Responsibilities
- Work directly with customer to independently triage, troubleshoot, and resolve support tickets
- Actively manage support tickets and provide status updates to customers
- Provide stellar customer service through multiple customer engagement channels
- Answer internal technical questions from the Customer Success and Sales teams
- Assist in the installation and configuration of new customers
- Create and update documentation and user communications in a professional, consistent and effective manner
- Provide technical training on Recast Products and related technologies to internal and external users
- Reproduce, document, and escalate bug reports to the engineering team
- Work cross functionally to prioritize recurring issues for the development team to resolve
- Develop a deep understanding of Recast’s products and our customers’ environments
- Occasionally be on call for Technical Support issues outside of normal business hours
Preferred Qualifications
2+ years hands on SQL experience
Benefits
- The salary range for this position is $80,000-$110,000. Additionally, cash compensation for this role includes 7.5% annual discretionary bonus potential
- Medical, dental, and vision
- FSA or HSA with company contributions
- Employer paid STD, LTD, AD&D and life insurance
- 401k with 4% employer match
- Work-life balance, flexible time off, and remote work options
- Parental leave
This job is filled or no longer available
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