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.
Other duties, special projects and responsibilities as assigned.

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.

In addition to salary, cash compensation for this role also includes 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.

Technical Support Engineer

Key skills