Managed Services Engineer

Mimecast; Cape Town; Hybrid; ZAR 320,000 - 456,000; Full time

Job summary

Mimecast seeks a Managed Services Engineer in Cape Town to deliver high-quality post-sales managed services to global customers. You will analyse events, manage customer reports, and build lasting relationships while collaborating with internal teams to resolve technical challenges.

The role requires strong communication and troubleshooting skills within a shift pattern. You will support Mimecast products including BEP and DMARC Analyser, ensuring customer satisfaction and successful adoption

Qualifications

• Qualification in Information Technology (A+, N+ and MSCA or higher) preferred but not essential
• Cybersecurity experience is a plus but not a requirement
• Knowledge of email authentication techniques as SPF, DKIM and DMARC

Responsibilities

• Autonomously analyse events and identify security threats and scams using Mimecast tools.
• Maintain and present regularly scheduled customer reports
• Build and maintain long-lasting customer relationships
• Handle cases and calls as appropriate
• Act as primary customer contact for managed services questions
• Monitor features and report back to customers
• Escalate and track issues within Mimecast
• Engage cross-functional teams to meet customer needs
• Assist customers with implementation and adoption of Mimecast products (BEP, DMARC Analyser)
• Provide exceptional support to customers, partners, resellers, and internal staff
• Cover customers globally between the hours of 6am–10pm in shifts

Skills

SaaS implementations

Email platforms

DNS & networking

Exchange/AD

Communication skills

Troubleshooting

Global customer experience

Education

A+, N+, MSCA+

Tools

Microsoft Exchange

Lotus Notes Domino

Active Directory

Job description

At Mimecast, our people are our greatest asset. We are driven by a shared commitment to excellence, a deep care for our customers, and a culture that celebrates winning together. Our teams bring high levels of self-motivation, take personal accountability for their actions, and instinctively find practical solutions to complex challenges. We take pride in delivering top-class customer service — because at Mimecast, we strive to win, and we celebrate our success together.

About The Position

As a Mimecast Managed Services Engineer, you will be working with our customers in a post-sales environment, delivering an excellent level of managed services to customers focused on key areas of the Mimecast product suite. You will work with customers of varying sizes and you can expect to be working with customers from across the globe. You will continuously work with customers to support and optimise the Mimecast products to a high standard to achieve the best customer satisfaction scores. While supporting customers, engage with various internal Mimecast teams to ensure that technical challenges are handled quickly and appropriately. The successful candidate will be an enthusiastic and professional individual with in-depth technical abilities as well as commercial acumen and relationship building skills for both internal and external application. This role will be based in our office in Cape Town, South Africa but will report into our Professional Services team and support our customers globally. To enable Mimecast to best serve all our customers, this role will require you to work as part of a shift pattern.

What You’ll Do

• Autonomously analyse events and identify security threats and scams using the Mimecast and 3rd party tools.
• Maintain and present to customer regularly scheduled reports
• Maintaining and building up valuable and long-lasting customer relationships
• Handle cases and phone calls as appropriate
• Act as a primary contact for the customer with support questions for products in the scope of Mimecast managed services.
• Monitor Customer features and provide details back to the customer
• Escalation and tracking of issues raised within Mimecast and tracking of feature requests raised with Mimecast Product Development
• Engage with cross functional teams to meet customer needs.
• Assist customers with the successful implementation and adoption of Mimecast products including but not restricted to Brand Exploit Protect (BEP) and DMARC Analyser.
• Provide exceptional support to Mimecast customers, partners, resellers, and internal staff
• Cover our customers globally between the hours of 6am – 10pm as part of a regular shift pattern

What You’ll Bring

• Experience managing customer facing implementations of 3rd party SaaS and IT services
• Experience with Microsoft, Google Apps or other email platforms
• Good understanding of internet fundamentals, DNS, network routing, firewalls and email delivery
• Experience with Microsoft Exchange and Active Directory or other email platforms
• Excellent verbal and written communication skills that can be used to explain complex technical topics in a clear and straight forward manner
• Detail oriented individual that enjoys working with customers and the challenge of technical troubleshooting
• Experience of working with globally diverse customers advantageous

Qualifications

• Qualification in Information Technology (A+, N+ and MSCA or higher) preferred but not essential
• Cybersecurity experience is a plus but not a requirement
• Knowledge of email authentication techniques as SPF, DKIM and DMARC
• Experience with the general IT administration and support of Microsoft Exchange, Lotus Notes Domino or other e-mail systems

Join our Managed Services team to accelerate your career journey. You will be immersed in a dynamic environment that recognizes and celebrates your achievements.

Mimecast offers formal and on-the-job learning opportunities, maintains a comprehensive benefits package that helps our employees and their family members to sustain a healthy lifestyle, and importantly - working in cross functional teams to build your knowledge!

Our Hybrid Model:

We provide you with the flexibility to live balanced, healthy lives through our hybrid working model that champions both collaborative teamwork and individual flexibility. Employees are expected to come to the office at least two days per week, because working together in person:

• Fosters a culture of collaboration, communication, performance and learning
• Drives innovation and creativity within and between teams
• Introduces employees to priorities outside of their immediate realm
• Ensures important interpersonal relationships and connections with one another and our community!

The base salary range for this position is 320,000−456,000 ZAR 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.

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.