About the Role:
Mimecast is looking for a Critical Situation Manager / Principal Engineer to join our Melbourne or Brisbane team. This is a dual-accountability role that blends incident command with deep technical expertise: first and foremost you will own critical situation management for the region — acting as the central point of command during high-severity incidents, outages, security events, or escalations, coordinating cross-functional teams and communicating confidently from front-line teams to the executive suite. When no critical situation is active, you will operate as a Principal Technical Support Engineer, providing expert-level support, mentoring team members, and partnering with Engineering and Product to resolve and prevent issues. Success requires the ability to stay calm under pressure, make sound judgment calls with incomplete information, and mobilize people without direct authority over them.
What You'll Do
Critical Situation Management (Primary Accountability)
Own and lead critical situations end-to-end — from triage and severity assessment through investigation, resolution, and formal close-out.
Act as incident commander: assemble the right cross-functional bridge (Engineering, Product, Security, IT, Support, Customer Value Managers) and drive resolution with urgency.
Deliver timely, accurate communication cadences to internal leadership, affected customers, partners, and managed service providers.
Make judgment calls on severity classification, escalation paths, and the appropriate level of executive/customer involvement.
Lead post-incident reviews (RCA/PIR), ensuring root cause and corrective actions are documented and tracked to closure. Prepare internal and external incident reports or executive summaries.
Build and continuously improve critical situation processes, runbooks, and playbooks; maintain on-call readiness outside standard hours.
Principal Technical Support Engineer (Secondary Accountability — when no active critical situation)
Provide expert-level support for advanced, complex questions from Senior Support teams, with priority focus on VIP and Platinum customers.
Apply deep knowledge of Microsoft Exchange, Active Directory, SSO, Azure/O365, and email security fundamentals (SMTP, TLS/SSL, DNS, routing) to exhaustive troubleshooting.
Act as the strategic escalation point for the team queue (VIP/Hotlist) and liaise with Engineering and Development to raise and track bugs.
Mentor and train senior technical engineers, running seminars and Q&A sessions to build team capability.
Create and review technical documentation; provide technical validation of content from Technical Writers and Education teams.
Review feature requests and represent Support's voice in Product and Engineering conversations on trends and improvements.
What You'll Need
Required Qualifications & Experience:
5+ years in a customer-facing technical role such as Critical Situation Management, Major Incident Management, Technical Account Management, or Principal/Senior Technical Support, ideally in enterprise SaaS or cybersecurity.
Proven track record leading high-severity, high-pressure incidents or escalations to resolution, including experience as an incident commander or major incident lead.
Strong technical fluency across Microsoft Exchange, Active Directory, SSO, Azure/O365, and email-related technology (SMTP, TLS/SSL, firewalls), able to engage credibly with Engineering and Security.
Excellent verbal and written communication skills, with experience communicating to executive and C-level stakeholders under pressure.
Strong stakeholder management and cross-functional leadership skills — able to mobilize and align teams without formal authority.
Solid understanding of ITIL incident/problem management principles, SLAs, and root cause analysis methodologies.
Ability to work flexible hours, including participation in an on-call rotation for critical, time-sensitive situations.
Preferred Qualifications:
Experience within email, collaboration, or cybersecurity platforms (e.g., email security, threat detection, human risk management).
CRM experience with Zendesk or Salesforce; familiarity with major cloud/SaaS environments and MSP/MSSP ecosystems.
ITIL Foundation certification or equivalent incident/crisis management certification; MCSE, MCTS, MCITP or equivalent advantageous.
Experience operating in a global, multi-region organization (EMEA, Americas, APAC), and background in cybersecurity incident response or crisis communications.
Key Competencies:
Calm, decisive leadership under pressure
Judgment and prioritization with incomplete information
Cross-functional influence without direct authority
Expert and exhaustive technical troubleshooting
Mentoring mindset with a bias toward continuous improvement
The base salary range for this position is $155k−$195k 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 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.
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.
Skills Required
- 5+ years in a customer-facing technical role such as critical situation management, major incident management, technical account management, or principal/senior technical support
- Experience leading high-severity, high-pressure incidents or escalations through resolution, including incident commander or major incident lead experience
- Technical fluency across Microsoft Exchange, Active Directory, SSO, Azure/Microsoft 365, SMTP, TLS/SSL, firewalls, and related email technologies
- Excellent verbal and written communication skills, including communication with executive and C-level stakeholders under pressure
- Strong stakeholder management and cross-functional leadership skills without formal authority
- Understanding of ITIL incident and problem management, SLAs, and root cause analysis methodologies
- Availability for flexible hours and participation in an on-call rotation
- Experience with email, collaboration, or cybersecurity platforms
- CRM experience with Zendesk or Salesforce and familiarity with cloud/SaaS environments and MSP/MSSP ecosystems
- ITIL Foundation or equivalent incident/crisis management certification
- MCSE, MCTS, MCITP, or equivalent certification
- Experience in a global, multi-region organization and cybersecurity incident response or crisis communications
Mimecast Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Mimecast and has not been reviewed or approved by Mimecast.
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Fair & Transparent Compensation — Pay is characterized as solid and competitive relative to similar companies, with a wide range of role-based salary outcomes. Compensation satisfaction is reinforced by frequent references to pay feeling fair for the work in multiple contexts.
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Healthcare Strength — Health insurance is repeatedly described as a strong part of the package, often paired with other core benefits. The overall benefits bundle is framed as comprehensive and supportive of employee and family health needs.
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Wellbeing & Lifestyle Benefits — Workplace perks such as flexible hours, hybrid/remote options, free meals, and on-site fitness amenities are consistently presented as meaningful additions to total rewards. These perks appear to materially improve day-to-day employee experience beyond base pay.
Mimecast Insights
What We Do
Relentless protection. Resilient world. Mimecast (NASDAQ: MIME) was born in 2003 with a focus on delivering relentless protection. Each day, we take on cyber disruption for our tens of thousands of customers around the globe; always putting them first, and never giving up on tackling their biggest security challenges together. We are the company that built an intentional and scalable design ideology that solves the number one cyberattack vector – email. We continuously invest to thoughtfully integrate brand protection, security awareness training, web security, compliance and other essential capabilities. Mimecast is here to help protect large and small organizations from malicious activity, human error and technology failure; and to lead the movement toward building a more resilient world. Learn more about us at www.mimecast.com.
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