Technical Support Engineer

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Recast Software

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B2B • Compliance • SaaS

Recast Software is a technology company offering a comprehensive suite of solutions designed to support IT departments in various industries, including education, finance, government, and healthcare. They provide tools that enhance compliance, improve asset visibility, and reduce IT threat vectors. Recast Software focuses on optimizing Microsoft Configuration Manager and Intune environments, providing IT teams with increased visibility, faster remediation, and efficient management of third-party applications. Their products, such as Right Click Tools and Endpoint Insights, are trusted by over 70,000 IT professionals globally and impact over 60 million devices, assisting in driving security and productivity across enterprises.

51 - 200 employees

🤝 B2B

📋 Compliance

☁️ SaaS

📋 Description

• 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.

🎯 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+ years’ experience with Windows OS and Server platforms. • 2+ years managing complex windows-based environment. • Proficiency in Salesforce, Zendesk, ServiceNow, or similar ticketing platform.

🏖️ Benefits

• Medical, dental, and vision • FSA or HSA with company contributions • Employer paid STD, LTD, AD&D and life insurance • 401k with 4% employer match • Work-life balance, flexible time off, and remote work options • Parental leave