Technical Customer Support Associate (Cybersecurity, networking and Microsoft experience essential) Mimecast Mimecast enables 42,000+ organizations globally to Work Protected, helping to secure what's most vulnerable - communications, people, and data. View company page We are looking for a highly motivated Associate Technical Support Engineer to join ourglobal support team, and provide first-line technical support to customers using Mimecastproducts. In this role, you will be responsible for promptly responding to customer queriesand troubleshooting technical issues via phone and email. Your primary objective will beto identify and resolve customer problems by analyzing symptoms, diagnosing rootcauses, and implementing solutions using best practicesWhat you'll doProvide first-line technical support to customers using Mimecast products, ensuringtimely and effective issue resolution.Respond to customer inquiries and troubleshoot technical issues via phone or email,providing clear and concise explanations and instructions.Analyze symptoms, diagnose root causes, and implement solutions using bestpractices to resolve customer problems.Escalate complex technical issues to higher-level support or development teams asneeded, ensuring timely resolution.Follow standard operating procedures for issue resolution, documenting customerinteractions and solutions in a ticketing system.Stay up to date with product knowledge and new features to effectively assistcustomers and provide accurate information.Provide customers with links to relevant Knowledge Base articles to help them betterunderstand and resolve their issues.Contribute to the refinement of knowledge base articles, FAQs, and user guides toenhance self-help resources for customers.What you'll bringExperience in a customer focused role and a customer-focused attitude.Experience of working in a fast-paced environmentGood communication skills both over the phone and via e-mailSelf-motivation and team player skillsExperience with administration and support of Active Directory, Azure, GoogleDirectory is beneficial.An understanding of internet fundamentals, network routing, and e-mail deliveryExcellent verbal and written communication skills that can be used to explain complextechnical topics in a clear and straight forward mannerDetail oriented individual that enjoys the challenge of technical troubleshootingWhat we bringWe are Mimecasters. And we are alive with purpose.We do what we need to protect the world of business from getting important (and potentially compromising) data stolen. We never leave anyone behind. We deliver quickly – and outstandingly. We’re big on honesty because it makes us better. We’re empowered by our mission. And if cybercriminals have a good day, we work twice as hard to make the rest of their days a nightmare. That’s The Mimecast Way.DEI StatementCybersecurity is a community effort. That’s why we’re committed to building an inclusive, diverse community that celebrates and welcomes everyone – unless they’re a cybercriminal, of course.We’re proud to be an Equal Opportunity and Affirmative Action Employer, and we’d encourage you to join us whatever your background. We particularly welcome applicants from traditionally underrepresented groups.We consider everyone equally: your race, age, religion, sexual orientation, gender identity, ability, marital status, nationality, or any other protected characteristic won’t affect your application.Due to certain obligations to our customers, an offer of employment will be subject to your successful completion of applicable background checks, conducted in accordance with local law.Explore more InfoSec / Cybersecurity career opportunitiesFind even more open roles in Ethical Hacking, Pen Testing, Security Engineering, Threat Research, Vulnerability Management, Cryptography, Digital Forensics and Cyber Security in general - ordered by popularity of job title or skills, toolset and products used - below.#J-18808-Ljbffr