Senior Customer Support Engineer at Mimecast North America, Inc.

Posted in Engineering 18 days ago.

Location: Lexington, Massachusetts

Job Description:

Senior Customer Support Engineer

Job Locations


Customer Operations
Position Type
Permanent - Full Time


This role is based within the Service Delivery team here at Mimecast. We're looking for an exceptional person with a solid technical background and sharp troubleshooting skills to provide support for the Mimecast Platform to IT Administrators.

Are you...

    Looking to help solve problems, in a fast-paced, cutting edge technology environment?
  • Someone that wants to work with customers?

  • Always thriving to improve everything you do?

  • Someone who takes pride in scaling things up?

  • Excited by the idea of making Mimecast even faster, more reliable, and more available?

If this sounds like you, then please read on...

The ideal candidate must be a self-motivated, strong team player with a proven track record of success in technical support. A good understanding of the corporate technology stack including e-mail and networking, as well as cloud computing, will be beneficial. A strong work ethic is vital in this competitive market place.


As aCustomer Support 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 should be comfortable with Microsoft Exchange, Active Directory, other e-mail related systems, as well as networking fundamentals.

  • Work with the entire US Service Delivery team to provide support to our US and worldwide customer base

  • Assist administrators with using the Mimecast service and ensure best practice configuration via both phone and e-mail

  • Investigate and troubleshoot issues and make recommendations to improve system performance

  • Maintain detailed case history and escalate issues appropriately

  • Provide training as needed to ensure customers understand product functionality

  • Work with and provide exceptional support to Mimecast partners and resellers


  • Hands on experience with Microsoft Exchange and Active Directory

  • Understanding of internet fundamentals, network routing, and e-mail delivery

  • Experience providing technical support to IT Administrators

Person Specification:

  • Excellent verbal and written communication skills that can be used to explain complex technical topics in a clear and straight forward manner

  • Detail oriented individual that enjoys the challenge of technical troubleshooting


We offer a highly competitive rewards and benefits package including private healthcare, dental and life coverage. Mimecast is an entrepreneurial and high growth company which will provide the right candidate with a wealth of career development opportunities. All Mimecasters strive on being high performers, problem solvers, and team players with passion and integrity.

Mimecast is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability. Mimecast is also committed to providing reasonable accommodations to individuals with disabilities throughout the interview and employment process, and to use our online system to apply for a position. Call us at (617) 393-7000 or send an email to to request reasonable accommodations.

Mimecast will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.