Hybrid Associate Technical Support Engineer – Career Growth

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

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.