Technical Support Engineer

Job Summary

Joining the global support team, the full-time Associate Technical Support Engineer will provide first-line technical support to customers using Mimecast products, responding to inquiries and troubleshooting issues via phone and email in a hybrid role based in Lexington, MA.

Key responsibilities

• Provide first-line technical support, ensuring timely and effective issue resolution for customers
• Analyze symptoms, diagnose root causes, and implement solutions while documenting customer interactions in a ticketing system
• Stay up to date with product knowledge and direct customers to relevant Knowledge Base articles for self-service assistance

Required qualifications

• Experience in a customer-focused role with a strong customer-first mindset
• Understanding of internet fundamentals, network routing, and email delivery
• Experience administering or supporting Active Directory, Azure, or Google Directory is beneficial
• Strong problem-solving and analytical skills with an interest in technical troubleshooting
• Ability to work effectively in a fast-paced environment while managing multiple customer cases