Technical Support Engineer

Recast Software

92d•$75,000 - $100,000•Remote

About The Position

We are looking for a Technical Support Engineer to provide excellent customer service in a dynamic and technical environment to bring solutions to customers. You will work directly with customers related to the installation, troubleshooting and integration of Recast Software products and related technologies. You'll have an essential seat at the table as the customer advocate, between our users, our development team, and other stakeholders across Recast. This is a second shift role available to candidates in the Pacific, Mountain, and Central time zones. The shift hours are 4PM-1AM Central time.

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/ MECM or Intune.
2+ years using command line tools.
2+ years experience with scripting.
2+ yearsâ experience with Windows OS and Server platforms.
2+ years managing complex windows-based environment.
Proficiency in Salesforce, Zendesk, ServiceNow, or similar ticketing platform.

Nice To Haves

2+ years hands on SQL experience.
2+ years WMI - Windows Management Instrumentation.
Experience with PowerShell.
Effective written and verbal communication skills and canto communicate complex technical terms in to all levels of users, in a non-technical manner.
Excellent customer service skills.
Strong problem solving and analytical skills.
Experience using Recast Right Click Tools or Application Workspace.
Experience with JAMF software.
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.

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 Recastâs products and our customersâ environments.
Occasionally be on call for Technical Support issues outside of normal business hours.
Participate in 24/7 on call services.
Other duties, special projects, and responsibilities as assigned.