Remote Technical Support Engineer

Summary

Join our team as a Technical Support Engineer to provide excellent customer service in a dynamic and technical environment. You will work directly with customers related to the installation, troubleshooting, and integration of Recast Software products and related technologies.

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

• Working directly with customer to independently triage, troubleshoot, and resolve support tickets and using all resources available
• Actively manage support tickets and provide status updates to customers to ensure response times are met
• Provide stellar customer service through multiple customer engagement channels (email, chat, forums, calls)
• 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
• Ability to communicate complex technical terms in to all levels of users, in a non-technical manner
• An eagerness to become an expert in Recast’s product line

Benefits

• The salary range for this position is €58,000-€77,000
• 7.5% annual discretionary company bonus potential
• Commuting allowance
• Internet reimbursement
• Pension
• Company laptop
• Company cell phone or reimbursement
• Work-life balance and remote work options