Associate Technical Support Engineer

Mimecast; Massachusetts; Hybrid; USD 55,000 - 75,000; Full time

Job summary

Mimecast in Lexington, MA is hiring an Associate Technical Support Engineer for a hybrid role. You will provide first-line technical support to customers using Mimecast products, handling inquiries by phone and email, and resolving issues with clear guidance.

You will analyze symptoms, diagnose root causes, and document interactions in our ticketing system, while staying current on product knowledge and contributing to a growing knowledge base.

Qualifications

• Experience in a customer-focused role.
• Ability to explain technical topics clearly.
• Experience in fast-paced environments.
• Understanding of internet fundamentals and email delivery.
• Familiarity with ticketing systems.

Responsibilities

• Provide first-line technical support to Mimecast customers via phone and email.
• Troubleshoot technical issues and document interactions in a ticketing system.
• Escalate complex issues to higher-level support or development teams.
• Stay up to date with product knowledge and guide customers to Knowledge Base.
• Identify trends and suggest improvements.
• Refine knowledge base articles and user guides.

Skills

Customer-focused mindset

Clear verbal and written communication

Problem-solving & root-cause analysis

Network fundamentals

Self-motivation & collaboration

Time-management

Empathy & professionalism

Tools

Active Directory

Azure

Google Directory

Job description

Associate Technical Support Engineer - hybrid role based in Lexington, MA

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.

Overview

Mimecast is seeking a highly motivated Associate Technical Support Engineer to join our global support team and provide first-line technical support to customers using Mimecast products.

In this role, you'll respond promptly to customer queries and troubleshoot technical issues by phone and email. You'll analyze symptoms, diagnose root causes, and implement solutions using best practices, while providing a professional and positive customer experience.

What You'll Do

• Provide first-line technical support to customers using Mimecast products, ensuring timely and effective issue resolution.
• Respond to customer inquiries and troubleshoot technical issues by phone and email, providing clear and concise explanations and instructions.
• Analyze symptoms, diagnose root causes, and implement solutions using best practices.
• Escalate complex technical issues to higher-level support or development teams as needed.
• Follow standard operating procedures and document customer interactions and solutions in a ticketing system.
• Stay up to date with product knowledge and new features to provide accurate information to customers.
• Direct customers to relevant Knowledge Base articles to help them understand and resolve issues.
• Help refine knowledge base articles, FAQs, and user guides to improve customer self-service resources.
• Identify trends and patterns in customer issues and proactively suggest improvements or solutions.
• Provide exceptional customer service, maintaining a professional and positive attitude throughout each interaction.

What You'll Bring

• Experience in a customer-focused role and a strong customer-first mindset.
• Experience working effectively in a fast-paced environment.
• Clear verbal and written communication skills, including the ability to explain complex technical topics in a straightforward way.
• Strong problem-solving and analytical skills, with an interest in technical troubleshooting and root-cause diagnosis.
• An understanding of internet fundamentals, network routing, and email delivery.
• Self-motivation and the ability to collaborate effectively with colleagues and cross-functional teams, seeking guidance when needed.
• Strong time-management and organizational skills, with the ability to prioritize and manage multiple customer cases.
• Empathy, patience, and professionalism when supporting customers, including in high-pressure situations.
• Adaptability and a continuous-learning mindset, with an interest in new technologies and industry trends.
• A proactive, detail-oriented approach to anticipating customer needs and recommending solutions.
• Experience administering or supporting Active Directory, Azure, or Google Directory is beneficial.
• IT industry experience or experience working with customers is advantageous.

The base salary range for this position is $55,000−$75,000 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.

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 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.

If you require any adjustments or accommodations due to a disability, or any other reason that may help you in your interview process, please let us know by emailing [e-mail].

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.