Associate Technical Support Engineer, Mimecast
More information about location
3 days a week in office (Lexington, MA)
Cloud cybersecurity services
Job no longer available
Cloud cybersecurity services
1001+ employees
Job no longer available
More information about location
3 days a week in office (Lexington, MA)
1001+ employees
Company mission
To stop bad things from happening to good organisations.
Role
Who you are
- Experience in a customer focused role and a customer-focused attitude
- Experience of working in a fast-paced environment
- Good communication skills both over the phone and via e-mail
- Self-motivation and team player skills
- Experience with administration and support of Active Directory, Azure, Google Directory is beneficial
- An understanding of internet fundamentals, network routing, and e-mail delivery
- 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 the challenge of technical troubleshooting
What the job involves
- 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 will be responsible for promptly responding to customer queries and troubleshooting technical issues via phone and email
- Your primary objective will be to identify and resolve customer problems by analyzing symptoms, diagnosing root causes, and implementing solutions using best practices
- Provide first-line technical support to customers using Mimecast products, ensuring timely and effective issue resolution
- Respond to customer inquiries and troubleshoot technical issues via phone or email, providing clear and concise explanations and instructions
- Analyze symptoms, diagnose root causes, and implement solutions using best practices to resolve customer problems
- Escalate complex technical issues to higher-level support or development teams as needed, ensuring timely resolution
- Follow standard operating procedures for issue resolution, documenting customer interactions and solutions in a ticketing system
- Stay up to date with product knowledge and new features to effectively assist customers and provide accurate information
- Provide customers with links to relevant Knowledge Base articles to help them better understand and resolve their issues
- Contribute to the refinement of knowledge base articles, FAQs, and user guides to enhance self-help resources for customers
- Identify trends and patterns in customer issues, proactively suggesting improvements or solutions to prevent future problems
- Provide exceptional customer service, maintaining a professional and positive attitude while resolving customer inquiries and issues
Our take
Mimecast’s next-gen cloud-based security, archiving, and continuity services provide comprehensive risk management in a fully integrated solution, protecting over 40,000 customers worldwide and blocking 162+ million threats. With its adaptable platform, Mimecast focuses on developing capabilities to meet increasing risks and forming strategic partnerships.
Following its acquisition by Permira, Mimecast has expanded globally, reaching more countries throughout 2023. Recently, Mimecast acquired Elevate Security, enhancing its offerings with insights into human behaviours and risks. Elevate Security's platform flags high-risk individuals with a precision risk scoring algorithm, complementing Mimecast’s Awareness Training for targeted intervention and training.
Since 2003, Mimecast has empowered customers to mitigate risks and manage complexities in a threat landscape driven by cyberattacks and human error. Mimecast’s advanced solutions in threat detection, brand protection, and data retention enable organisations to work protected.
Freddie
Company Specialist at Welcome to the Jungle
Insights
10% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Sep 2012
$62m
SERIES C
Jan 2010
$21m
SERIES B
Total funding: $88.7m
Company benefits
- Your finances and your future: - Pension - Communication Allowance - Employee Referral
- Your health: - Mediclaim - Insurance Coverage - Meal Coupons - Virtual Therapy Services
- Your life and your family: - Casual Leave - Flexible working - Family Leave - Long Service Leave - Employee Assistance Program
- Your community: - Volunteer Days - Gift Matching
Company HQ
City of London, London, UK
Leadership
Peter Bauer
(Co-Founder & Member of the Board of Directors and Co-founder)Former Managing Director of FAB Technology (Co-Founder) and Idion Solutions Cape Town. Was the CEO of Mimecast between 2003 and 2024.
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