Associate Technical Support Engineer

Mimecast•Lexington, MA

1d•$55,000 - $75,000•Hybrid

About The Position

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'll respond promptly to customer queries and troubleshoot technical issues by phone and email. You'll analyze symptoms, diagnose root causes, and implement solutions using best practices, while providing a professional and positive customer experience.

Requirements

Experience in a customer-focused role and a strong customer-first mindset.
Experience working effectively in a fast-paced environment.
Clear verbal and written communication skills, including the ability to explain complex technical topics in a straightforward way.
Strong problem-solving and analytical skills, with an interest in technical troubleshooting and root-cause diagnosis.
An understanding of internet fundamentals, network routing, and email delivery.
Self-motivation and the ability to collaborate effectively with colleagues and cross-functional teams, seeking guidance when needed.
Strong time-management and organizational skills, with the ability to prioritize and manage multiple customer cases.
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.
A proactive, detail-oriented approach to anticipating customer needs and recommending solutions.

Nice To Haves

Experience administering or supporting Active Directory, Azure, or Google Directory is beneficial.
IT industry experience or experience working with customers is advantageous.

Responsibilities

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.
Escalate complex technical issues to higher-level support or development teams as needed.
Follow standard operating procedures and document customer interactions and solutions in a ticketing system.
Stay up to date with product knowledge and new features to provide accurate information to customers.
Direct customers to relevant Knowledge Base articles to help them understand and resolve issues.
Help refine knowledge base articles, FAQs, and user guides to improve customer self-service resources.
Identify trends and patterns in customer issues and proactively suggest improvements or solutions.
Provide exceptional customer service, maintaining a professional and positive attitude throughout each interaction.