Senior Forward Deployed Engineer

Mimecast; City of Melbourne; Hybrid; AUD 197,000 - 253,000; Full time

Job summary

Mimecast is seeking a Senior Forward Deployed Engineer to work closely with customers, engineering, and professional services to ensure successful rollout and ongoing operational health of Incydr. This hands-on role blends engineering with customer success and involves bespoke integration work, troubleshooting, and proactive problem solving across diverse environments.

You will leverage AI coding assistants and a collaborative engineering team, with some travel to customer sites and a hybrid

Qualifications

• 5+ years building software with customer-facing experience.
• Ability to read and navigate large codebases, diagnosing issues independently.
• Practical scripting and integration development with quick turnarounds.
• Comfort communicating with customers and internal teams during live engagements.
• Experience using AI coding assistants to accelerate development.

Responsibilities

• Diagnose and resolve technical pain points with customers, from deployment to performance tuning.
• Take ownership of engagements from diagnosis to resolution, coordinating with account teams.
• Access and explore the Incydr codebase and deployment tooling to ship fixes through code reviews.
• Build and troubleshoot custom scripts and integrations tailored to customer environments.

Skills

5+ years software

Customer-facing troubleshooting

Scripting & integration

AI coding tools

Strong communication

Job description

About Mimecast

The work people build is worth protecting, and it's harder to protect than it used to be. AI agents now move at machine speed with human-level access, and a small slip-up can become a very public one. We disrupt cybercriminal activity before that happens. We think fast, go big, and always demand more of ourselves. We work hard, deliver, and repeat. We grow with real determination and put success well within reach. We push each other to be better and expect to be pushed back, in a community built on respect, where everyone is counted. Work Protected.

About Mimecast

The work people build is worth protecting, and it's harder to protect than it used to be. AI agents now move at machine speed with human-level access, and a small slip-up can become a very public one. We disrupt cybercriminal activity before that happens. We think fast, go big, and always demand more of ourselves. We work hard, deliver, and repeat. We grow with real determination and put success well within reach. We push each other to be better and expect to be pushed back, in a community built on respect, where everyone is counted. Work Protected.

The Opportunity

Incydr Product Development is looking for a Senior Forward Deployed Engineer to help make sure customers get the full value of Incydr, from initial rollout throughout the entire time they run the product. As Incydr scales globally across more customers and more complex environments, we're investing in a technical role that sits close to the customer: partnering with our proof-of-value engineers, Professional Services team, and customer account teams to help accounts reach full operational health quickly and stay there as their needs evolve. It's a chance to shape a new role at the intersection of engineering and customer success.

This is a hands‑on, engineering role that also interacts with customers. You'll be embedded in Incydr Engineering and brought in directly by the teams closest to an account to work on something specific: a technical health check, custom integration work, digging deep into customer problems to find and resolve issues quickly, and even fine‑tuning after deployment to make Incydr fit well inside a customer's environment. You'll be part of the engineering team with access to source code, advanced logging, and telemetry to solve problems directly or partner with other SMEs in engineering as needed. Expect some travel to customer sites, though most engagement happens remotely; day to day, you'll follow the hybrid working model for your local Mimecast office.

Mimecast is an AI‑First engineering organization. Our teams actively leverage AI‑powered development tools across all facets of engineering, and we're looking for someone genuinely curious about working this way, including using AI to build fast, narrow solutions for individual customer problems rather than defaulting to a big, shared toolkit.

What You'll Do

• Partner with customer‑facing teams, customers, and fellow engineers to quickly diagnose and resolve technical pain points, from deployment hiccups to performance tuning, so customers get the most out of Incydr.
• Take full ownership of each engagement, from first diagnosis to resolution, working directly with customers along the way, while account teams continue to own the broader relationship.
• Get full access to the Incydr codebase and deployment tooling, so you can dig into how something actually works yourself and ship a fix through our normal review process when you're the right person to do it.
• Build and troubleshoot custom scripts and integrations tailored to each customer's environment, using AI tools to move fast rather than reaching for a one‑size‑fits‑all script library.
• Partner with Incydr Engineering on issues that need deeper product involvement, arriving with enough detail, like repro steps and a root‑cause hypothesis, that they can act on it immediately.
• Spot early signals, like an account building up untriaged alert volume, and flag them proactively so customer‑facing teams can get ahead of a problem before it grows.
• Coach and enable a customer's own team, through training, documentation, and hands‑on pairing, so they can confidently run and maintain Incydr themselves.
• Bring what you learn back to the rest of product and engineering, so patterns you spot across customers directly shape the roadmap instead of being solved once and forgotten.

What You'll Bring

• 5+ years building software, including practical experience troubleshooting or supporting that software directly with customers or in live production environments.
• Enough depth across a broad codebase to work independently: comfortable reading and navigating code you didn't write, diagnosing an issue, and contributing a fix through normal review when needed, without waiting on someone else to do the digging.
• Practical scripting and integration experience: building narrow, purpose‑built solutions to a specific technical problem quickly, including using AI coding tools to move faster than writing everything by hand.
• Genuine comfort owning a technical conversation directly with a customer: running a working session on a live issue, walking a customer through troubleshooting together over a video call. This is a role that will directly interact with customers and with a variety of internal stakeholders.
• Comfort troubleshooting with incomplete information: you're the person who figures out why something is broken in someone else's environment, even when the information is incomplete and a customer's waiting on an answer.
• Strong written and verbal communication: translating a technical root cause into something a non‑engineer can act on, and a customer's vague description of a problem into something engineering can act on.
• Comfort working daily with AI coding assistants and agents, and interest in building the kind of lightweight AI‑driven tools and playbooks that let customers and internal teams solve problems themselves.

Nice to Have

• Experience with endpoint agent technology, device management (MDM), or the operational realities of deploying software across large, varied fleets.
• Experience with identity/directory sync (for example, SCIM) or enterprise single sign‑on integrations.
• Experience building internal tools, playbooks, or automations that non‑engineering teams can run themselves.
• Background in a customer‑facing technical role: professional services, solutions engineering, technical account management, support or similar.
• Exposure to data security, data loss prevention, or insider risk concepts.

The base salary range for this position is $140k-$180k plus benefits. This range represents the minimum and maximum new hire compensation for this role. The position may also be eligible for incentive plans and additional benefits, in accordance with company policy and local regulations. Our salary ranges are determined by role, level, and location with individual compensation also dependent on factors such as qualifications, experience, and skills. Final offers will reflect these considerations and may vary accordingly.

Belonging at Mimecast

Cybersecurity is a community effort. That is why we're committed to building an inclusive, diverse community that celebrates and welcomes everyone – unless they're a cybercriminal, of course.

We're proud to be an Equal Opportunity and Affirmental Action Employer, and we'd encourage you to join us whatever your background. We particularly welcome applicants from traditionally underrepresented groups.

We consider everyone equally: your race, age, religion, sexual orientation, gender identity, ability, marital status, nationality, or any other protected characteristic won't affect your application.

Due to certain obligations to our customers, an offer of employment will be subject to your successful completion of applicable background checks, conducted in accordance with local law.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment.