Associate Technical Support Engineer

Join Mimecast, a leading cybersecurity company, as an Associate Technical Support Engineer. In this role, you will provide first-line technical support to customers using Mimecast products, troubleshoot technical issues, and implement solutions. You will also document customer interactions, stay up to date with product knowledge, and help refine customer self-service resources. Strong problem-solving skills, clear communication, and a customer-focused mindset are essential for success in this fast-paced environment.

• Provide first-line technical support to customers using Mimecast products, ensuring timely and effective issue resolution.
• Respond to customer inquiries and troubleshoot technical issues by phone and email, providing clear and concise explanations and instructions.
• Analyze symptoms, diagnose root causes, and implement solutions using best practices, while providing a professional and positive customer experience.

• A proactive, detail-oriented approach to anticipating customer needs and recommending solutions
• Strong problem-solving and analytical skills, with an interest in technical troubleshooting and root-cause diagnosis
• Experience administering or supporting Active Directory, Azure, or Google Directory is beneficial
• Experience working effectively in a fast-paced environment
• Strong time-management and organizational skills, with the ability to prioritize and manage multiple customer cases
• Clear verbal and written communication skills, including the ability to explain complex technical topics in a straightforward way
• Self-motivation and the ability to collaborate effectively with colleagues and cross-functional teams, seeking guidance when needed
• Experience in a customer-focused role and a strong customer-first mindset
• IT industry experience or experience working with customers is advantageous
• An understanding of internet fundamentals, network routing, and email delivery
• Empathy, patience, and professionalism when supporting customers, including in high-pressure situations
• Adaptability and a continuous-learning mindset, with an interest in new technologies and industry trends