Support Engineer

• 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.

Technical Support Engineer

Client Support Technician

L2 Software Support Engineer

Operations Support Engineer

Application Support Analyst – Mainframe

Technical Support Engineer – Infrastructure & Cloud