Associate Tech Support Engineer — Fast-Paced Global Role

Mimecast Limited; Lexington (MA); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Mimecast Limited in Lexington, MA is seeking an Associate Technical Support Engineer for a hybrid role. You will provide first-line technical support to customers, troubleshoot by phone and email, and document solutions in a ticketing system.

Ideal candidates have customer-focused experience, strong communication, and a proactive, detail-oriented approach to problem‑solving. This role emphasizes teamwork, continuous learning, and professional customer service.

Qualifications

• Customer-focused experience and customer-first mindset.
• Fast-paced environment experience.
• Clear verbal and written communication; explain technical topics.
• Strong problem-solving and analytical skills for troubleshooting.
• Understanding of internet fundamentals, network routing, and email delivery.
• Self-motivation and collaboration with cross-functional teams.
• Time management and ability to manage multiple cases.
• Empathy, patience, and professionalism when helping customers.
• Adaptability and continuous learning mindset for new tech.
• Proactive, detail-oriented approach to anticipating customer needs.
• Experience with Active Directory, Azure, or Google Directory is beneficial.

Responsibilities

• Provide first-line technical support to customers using Mimecast products.
• Respond to inquiries by phone and email with clear explanations.
• Analyze symptoms, diagnose root causes, and implement solutions.
• Escalate complex issues to higher-level support or development teams as needed.
• Document customer interactions and solutions in a ticketing system.
• Stay up to date with product knowledge and share knowledge base articles.
• Direct customers to Knowledge Base articles to aid self-service.
• Refine knowledge base articles, FAQs, and user guides.
• Identify trends in issues and suggest improvements or solutions.
• Maintain a professional, positive attitude in all interactions.

Skills

Customer focus

Fast-paced

Clear communication

Problem solving

Networking basics

Collaboration

Time management

Empathy

Adaptability

Attention to detail

AD/Azure/Directory

IT experience

Job description

Mimecast Limited in Lexington, MA is seeking an Associate Technical Support Engineer for a hybrid role. You will provide first-line technical support to customers, troubleshoot by phone and email, and document solutions in a ticketing system.

Ideal candidates have customer-focused experience, strong communication, and a proactive, detail-oriented approach to problem‑solving. This role emphasizes teamwork, continuous learning, and professional customer service.