Associate Technical Support Engineer
Core
Provide first-line technical support to customers using Mimecast products by responding to queries, troubleshooting issues via phone and email, and diagnosing root causes.
Role type
Associate Technical Support Engineer
Builds
Customer issue resolution and self-help resources (Knowledge Base, FAQs)
Domain
Cybersecurity / Email Security
Deliverable
client delivery
Required skills
technical troubleshooting, root cause analysis, Active Directory administration, Azure administration, Google Directory administration, network routing fundamentals, email delivery fundamentals
Preferred skills
IT industry experience, customer-facing experience
Technologies
Mimecast, Active Directory, Azure, Google Directory
Responsibilities
Respond to customer inquiries and troubleshoot technical issues via phone or email; Analyze symptoms and diagnose root causes to implement solutions; Escalate complex technical issues to higher-level teams; Document customer interactions and solutions in a ticketing system; Contribute to the refinement of knowledge base articles and user guides; Identify trends in customer issues to suggest proactive improvements.
Seniority
Associate, entry-level IC