Senior Forward Deployed Engineer — AI-Powered Customer Enablement

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

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.