Hybrid Associate Tech Support Engineer

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

Job summary

Mimecast is seeking an Associate Technical Support Engineer to join our global support team in a hybrid role based in Lexington, MA. You will provide first-line technical support to customers, troubleshoot issues by phone and email, and document resolutions in our ticketing system.

Key responsibilities include diagnosing root causes, escalating complex problems when needed, and staying current with product knowledge to offer accurate guidance.

Qualifications

• Customer-focused mindset and strong service orientation.
• Ability to work effectively in a fast-paced environment.
• Clear verbal and written communication; explain technical topics simply.
• Strong problem-solving and analytical skills for root-cause diagnosis.
• Familiarity with internet fundamentals, networking, and email delivery.
• Self-motivation and collaboration with cross-functional teams.

Responsibilities

• Provide first-line technical support to Mimecast customers by phone and email.
• Diagnose symptoms, analyze issues, and implement solutions following best practices.
• Escalate complex issues to higher-level support or development teams as needed.
• Document interactions and resolutions in the ticketing system and follow SOPs.
• Stay up-to-date with product knowledge and new features to assist customers.

Skills

Customer focus

Clear communication

Troubleshooting

Fast-paced environment

Team collaboration

Tools

Active Directory / Azure / Google Directory

Job description

Mimecast is seeking an Associate Technical Support Engineer to join our global support team in a hybrid role based in Lexington, MA. You will provide first-line technical support to customers, troubleshoot issues by phone and email, and document resolutions in our ticketing system.

Key responsibilities include diagnosing root causes, escalating complex problems when needed, and staying current with product knowledge to offer accurate guidance.