Associate Technical Support Engineer, Mimecast
HR management & advanced email security
Be an early applicant
HR management & advanced email security
1001+ employees
Be an early applicant
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
- Possess excellent communication skills, both verbal and written, to effectively communicate technical concepts to customers and colleagues
- Demonstrate strong problem-solving and analytical abilities to quickly understand and diagnose complex technical issues
- Exhibit a customer-centric approach, showing empathy and patience while assisting customers with their technical challenges
- Display strong teamwork and collaboration skills, working effectively with cross functional teams and seeking help from seniors when needed
- Showcase strong time management and organizational skills to prioritize and handle multiple customer cases simultaneously
- Maintain a positive and professional attitude, even in high-pressure situations, to ensure a positive customer experience
- Show adaptability and flexibility in a fast-paced and dynamic technical support environment
- Display a continuous learning mindset, staying updated with new technologies and industry trends to enhance technical expertise
- Demonstrate strong interpersonal skills, building rapport with customers and colleagues to establish trust and effective working relationships
- Exhibit a proactive approach to problem-solving, anticipating customer needs and providing proactive recommendations and solutions
- IT industry experience and any experience working with Customers is advantageous
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. Associate Technical Support Engineer
- 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
Salary benchmarks
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.. 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 HQ
City of London, London, UK
Leadership
Marc van Zadelhoff
(CEO)Prior to joining Mimecast in 2024, Marc was the CEO of Devo. They also spent nearly 12 years at IBM in various roles, including General Manager of IBM Security (Business Unit CEO).
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