Senior Forward Deployed Engineer

Mimecast Services Ltd; Greater London; Hybrid; GBP 80,000 - 120,000; Full time

Job summary

Mimecast Services Ltd is seeking a Senior Forward Deployed Engineer for the Incydr product. You will diagnose, resolve, and optimize customer deployments, partnering with Professional Services and account teams to maximize operational health across diverse environments.

Expect to work hands-on with code, tooling, and integrations, while engaging directly with customers. Hybrid work model with international travel as needed, focused on Incydr engagement and success.

Qualifications

• 5+ years building software and supporting it directly to customers or in live production.
• Ability to read unfamiliar code, diagnose issues, and ship fixes through the review process.
• Scripting and integration experience to quickly solve technical problems.
• Comfort owning technical conversations with customers during live sessions.
• Experience in customer-facing technical roles and interactions with multiple stakeholders.
• Familiarity with AI coding assistants and lightweight AI-driven tools is a plus.

Responsibilities

• Diagnose and resolve technical pain points for customers.
• Own engagements from diagnosis to resolution with customers and account teams.
• Access Incydr codebase and deployment tooling to ship fixes when appropriate.
• Develop and troubleshoot custom scripts and integrations for customers.
• Collaborate with engineering on issues needing product involvement.
• Spot early signals and flag untriaged alerts proactively.
• Coach customer teams through training and documentation.
• Contribute learnings back to product and engineering roadmaps.

Skills

5+ years software experience

Customer-facing troubleshooting

Scripting & integrations

Strong communication with customers

AI coding tools familiarity

Independent code analysis

Tools

Endpoint agent tech

MDM

SCIM / SSO integrations

Internal tooling / playbooks

Job description

Senior Forward Deployed Engineer, Incydr

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 the position

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.

AI-First Engineering at Mimecast

Mimecast is an AI-First engineering organization. Our teams actively leverage AI‑powered development tools to accelerate innovation, improve code quality, and solve complex cybersecurity challenges at scale. We're looking for engineering leaders who embrace these technologies or are eager to master them quickly. Our AI leadership extends beyond how we build to what we build. Our Mihra AI agent delivers 7x faster threat response for customers, and we're recognized as “Agents of Change” in Human Risk Management. Engineers here work at the intersection of cutting‑edge AI tooling and AI‑powered security products that protect organizations worldwide.

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 £80,000−£120,000 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.

#LI-CS1 Belonging at Mimecast

Belonging at Mimecast Cybersecurity is a community effort. That’s 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 Aff… 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.

We save companies the embarrassment of awkward data slip ups by disrupting cybercriminal activity.

We think fast, go big and always demand more. We work hard, deliver – and repeat. We grow with meaningful determination. And put success well within our reach. We empower each other, live by our values, and always deliver on our purpose. We push each other to be better and expect to be pushed back. This is a community of respect. Where everyone is counted.