Technical Support Engineer

About Recast:

Recast Software, located in Minneapolis, MN, with an office in Ridderkirk, NL, 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.

About the Role:

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.

Key Role 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 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

Minimum 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 

Preferred Knowledge and Skills:

• 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.

What you bring: 

• You 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.

• You 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.

• You work together. We appreciate the power of diverse perspectives. Through open communication, we help one another and leverage our collective expertise for better outcomes. We build trust through teamwork.

• You embrace change. Change is inevitable; we meet it with agility and resilience. We navigate with courage and find possibility in uncertainty. We adapt for the future, shaping our path with purpose.

• You choose empathy. We aim to deeply understand the needs of our customers and one another - it's the foundation of our relationships. We assume positive intent and practice mutual respect. We prioritize a culture of belonging because success is a shared journey.

Compensation, Benefits, & Perks: 

• 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.

Why do we love working at Recast?

It takes great people across an entire company to build great tools. As a growing start-up, every employee has an opportunity to make a huge impact on our business, as well as ample opportunities to learn and grow. We are a people-first culture with passionate, talented, and supportive teammates. We are committed to making every employee feel respected and valued. We recognize to bring our best selves to Recast, it’s important for everyone to nurture their lives outside of work. 

Recast provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, gender, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, national origin, age, disability, genetic information or characteristics, marital status, familial status, veteran or military status, status regarding public assistance, membership or activity in a local commission, or any other protected status in accordance with applicable federal, state, local, and international laws.