Hybrid Tech Support Engineer I — Fast-Paced IT Help

mimecast; United States; Hybrid; USD 55,000 - 75,000; Full time

Job summary

Mimecast in Lexington, MA is seeking an Associate Technical Support Engineer to join our hybrid support team. You will provide first-line support to customers, troubleshoot issues by phone and email, and guide clients to knowledge resources.

You will analyze symptoms, diagnose root causes, and document solutions while collaborating with cross-functional teams in a fast-paced environment. A customer-first mindset and clear communication are essential.

Qualifications

• Customer-focused professional with strong communication skills.
• Experience solving technical issues and performing root-cause analysis.
• Familiarity with internet fundamentals, networking basics and email delivery.
• Ability to collaborate across cross-functional teams in a fast-paced environment.

Responsibilities

• Provide first-line technical support to Mimecast customers by phone and email.
• Analyze symptoms, diagnose root causes, and implement solutions following SOPs.
• Escalate complex issues to higher-level support or development teams when needed.
• Document interactions and solutions in the ticketing system.
• Stay up to date with product knowledge and guide customers to Knowledge Base.

Skills

Customer focus

Communication skills

Troubleshooting

Root cause analysis

Networking basics

AD/Azure/Google Directory

Tools

Active Directory

Azure

Google Directory

Job description

Mimecast in Lexington, MA is seeking an Associate Technical Support Engineer to join our hybrid support team. You will provide first-line support to customers, troubleshoot issues by phone and email, and guide clients to knowledge resources.

You will analyze symptoms, diagnose root causes, and document solutions while collaborating with cross-functional teams in a fast-paced environment. A customer-first mindset and clear communication are essential.