Associate Technical Support Engineer

Location: Lexington, MA USA; Hybrid (in-office Tuesday-Thursday)

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.

What You'll Do

• 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.

What You'll Bring

• 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 we bring

At Mimecast, we offer more than just a job; we provide a pathway to a rewarding and fulfilling career. Joining our team means gaining access to a vibrant workplace culture that fosters innovation, collaboration, and continuous learning. With opportunities for professional growth and development, along with a supportive environment that values diversity and inclusivity, Mimecast empowers individuals to thrive and make a meaningful impact in the rapidly evolving world of cybersecurity and cloud technology.

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DEI Statement

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 Affirmative Action Employer, and we’d encourage you to join us whatever your background. 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.

If you require any adjustments or accommodations due to a disability, or any other reason that may help you in your interview process, please let us know by emailing [email protected].

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.