Recast Software is hiring a
Technical Support Engineer, Remote - 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