Technical Support Engineer

Mimecast•Lexington, MA

10d

About The Position

The Technical Support Engineer is based within the Customer Support team here at Mimecast. We are looking for an exceptional person with a strong customer facing attitude to provide support for the Mimecast Platform to our global customer base. Someone who likes to solve problems and provide solutions? Someone that wants to collaborate with customers. Always striving to improve everything you do? Someone with a keen interest in Technology, particularly Cybersecurity? Someone with an ardent desire to consistently learn new things? If this sounds like you, then please read on...

Requirements

Knowledge of the mail flow process
Experience with administration and support of Active Directory, Azure, Google Directory, and other related technologies.
Experience with email related technology such as SMTP, TLS, SSL, and Firewalls.
Understanding of internet fundamentals, network routing, and e-mail delivery
Experience of working in a fast-paced and challenging environment
Experience of working as part of a large team
Must be able to demonstrate a strong attitude towards providing excellent customer service.
Experience of working and interfacing with external customers

Nice To Haves

Experience with email gateway solutions such as McAfee, MessageLabs\Symantec. Cloud, Proofpoint etc. a plus.

Responsibilities

Provide support to our worldwide customer base.
Assist customers with using the Mimecast service and ensure best practice configuration via both phone and via our ticketing system.
Investigate and troubleshoot issues and make recommendations to improve system performance.
Maintain detailed case history and escalate issues appropriately.
Provide guidance where needed to ensure customers understand product functionality.
Work with and provide exceptional support to Mimecast partners and resellers.