Job Description

The legends in customer support


We're looking for an exceptional customer centric person with a solid technical background and sharp troubleshooting skills to provide support for the Mimecast Platform to IT Administrators as well as account based support to standard business contacts and Partners. As a Customer Support Associate Engineer, you will be responsible for supporting customers--specifically, the IT Administrators and key business contacts who implement and use Mimecast in their day-to-day roles. You will field requests related to both Technical and Account Support from product features and troubleshooting to contract information and service changes. Cover our customers globally between the hours of 6am – 10pm as part of a regular shift pattern


You'll Need


At least 2 years experience working on email or security platforms, or have great aptitude in understanding how technology and IT solutions functions
Customer service work experience, with an appreciation for how amazing customer service helps differentiate Mimecast from our competitors
Excellent verbal and written communication skills that can be used to explain technical concepts and complex account support processes to customers in understandable terms.
Detail oriented individual that enjoys the challenge of a fast-paced environment.
Desire to grow email, networking knowledge and account/customer management skills to kick-start a career at a cutting-edge SaaS innovator.
Be able to multi-task and manage their time effectively in a high-performance environment.
Ability to problem solve, apply the knowledge learnt accurately to resolve a problem at hand


Why Mimecast?


We’re fast thinking. We go big to reach our cyberattack-disrupting goals. And we do what we need to protect the world of business from getting important (and potentially compromising) data stolen. We never leave anyone behind. We deliver quickly – and outstandingly. We’re big on honesty because it makes us better. We’re empowered by our mission. And if cybercriminals have a good day, we work twice as hard to make the rest of their days a nightmare. That’s The Mimecast Way.


And the Mimecast way is also a hybrid-working way. We empower our people to balance their time between home and the office in a way that works best for them, their team, and our stakeholders.


Become a Mimecaster and put corporate data under your protection. Fill our teams with respect. And bring cybercrime-obstructing energy to your work. Be passionate. Be powerful. Be alive with purpose.


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.


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.

Quick response

Required Knowledge

• K0001   Knowledge of computer networking concepts and protocols, and network security methodologies.
• K0004   Knowledge of cybersecurity and privacy principles.
• K0109   Knowledge of physical computer components and architectures, including the functions of various components and peripherals (e.g., CPUs, Network Interface Cards, data storage).
• K0114   Knowledge of electronic devices (e.g., computer systems/components, access control devices, digital cameras, digital scanners, electronic organizers, hard drives, memory cards, modems, network components, networked appliances, networked home control devices, printers, removable storage devices, telephones, copiers, facsimile machines, etc.).
• K0302   Knowledge of the basic operation of computers.
• K0330   Knowledge of successful capabilities to identify the solutions to less common and more complex system problems.

Required Skills

• S0039   Skill in identifying possible causes of degradation of system performance or availability and initiating actions needed to mitigate this degradation.
• S0142   Skill in conducting research for troubleshooting novel client-level problems.

Required Abilities

• A0025  Ability to accurately define incidents, problems, and events in the trouble ticketing system.