Technical Support Engineer

Summary

Join Recast Software as a Technical Support Engineer and provide exceptional customer service in a dynamic technical environment. You will directly assist customers with installation, troubleshooting, and integration of Recast Software products. This role involves collaborating with customers, internal teams, and stakeholders. Key responsibilities include managing support tickets, providing technical training, and escalating bug reports. The ideal candidate possesses extensive experience in Microsoft systems infrastructure, network environments, and command-line tools. Recast offers a competitive compensation package including a discretionary bonus, commuting allowance, internet reimbursement, pension, and work-life balance options.

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 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
• Other duties, special projects and responsibilities as assigned

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
• Effective written and verbal communication skills with top notch customer service
• Strong problem solving and analytical skills
• Ability to work independently on assigned projects and communicate progress effectively with stakeholders
• Ability to follow and maintain existing workflow, as well as create new processes to improve efficiencies

Benefits

• In addition to salary, cash compensation for this role also includes 7.5% annual discretionary company bonus potential. Salary may vary based on experience, skills, and geographical location
• Commuting allowance
• Internet reimbursement
• Pension
• Company laptop
• Company cell phone or reimbursement
• Work-life balance and remote work options. This role is expected to work in the office once every 1-2 weeks