Technical Support Engineer

About Recast:

Recast Software, located in Minneapolis, MN, empowers organizations to better manage and support users and devices. Our mission is to simplify the work of IT teams and enable them to create highly secure and compliant environments. Our software does this by seamlessly integrating with existing IT infrastructure to quickly remediate issues, ensure compliance, enhance security, and maintain clear visibility across all devices.

Recast is a rapidly growing software company with its solution being used by thousands of enterprise organizations in more than 125 countries, impacting millions of devices and (more importantly) the people who use them.

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.

• 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.
• Participate in 24/7 on call services.
• 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/ MECM or Intune.
• 2+ years using command line tools.
• 2+ years experience with scripting.
• 2+ years' experience with Windows OS and Server platforms.
• 2+ years managing complex windows-based environment.
• Proficiency in Salesforce, Zendesk, Service Now, or similar ticketing platform.

• 2+ years hands on SQL experience.
• 2+ years WMI - Windows Management Instrumentation.
• Experience with Power Shell.
• 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.

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We take initiative. We have a culture of ownership and progress over perfection. We proactively drive outcomes with self-motivation and determination. We deliver results that matter for our customers and our team.

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We get curious
. Curiosity moves us forward. We ask questions, try new things, and learn from mistakes. Challenges are opportunities to explore creative solutions that benefit our customers and drive continuous improvement.

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We work together. We appreciate the power of diverse perspectives. Through open…