12 hours ago
Singapore, SingaporeSenior
Base Salary
$140k - $170k/yr
Responsibilities
- Partner with customers, customer-facing teams, and engineers to diagnose and resolve deployment, performance, and other technical issues.
- Own customer engagements from initial diagnosis through resolution while communicating directly with customers.
- Inspect the Incydr codebase and deployment tooling and ship fixes through the standard review process when appropriate.
- Build and troubleshoot customer-specific scripts and integrations, including lightweight AI-driven solutions.
- Provide Incydr Engineering with reproduction steps and root-cause hypotheses for issues requiring deeper product involvement.
- Identify early operational warning signs and proactively alert customer-facing teams.
- Train and enable customer teams through documentation, working sessions, and hands-on pairing.
- Share customer patterns with product and engineering teams to influence the roadmap.
Requirements
- 5+ years of software-building experience, including practical troubleshooting or support with customers or in live production environments.
- Ability to independently navigate and understand unfamiliar code, diagnose issues, and contribute fixes through code review.
- Practical scripting and integration experience, including building focused solutions for specific technical problems.
- Ability to lead technical conversations and troubleshooting sessions directly with customers.
- Ability to troubleshoot customer environments with incomplete information and translate between technical and nontechnical stakeholders.
- Strong written and verbal communication skills.
- Daily comfort using AI coding assistants and agents and interest in building lightweight AI-driven tools and playbooks.
- Preferred experience with endpoint agent technology, device management or MDM, identity and directory synchronization such as SCIM, enterprise single sign-on integrations, internal tools, playbooks, automations, professional services, solutions engineering, technical account management, support, data security, data loss prevention, or insider risk.
Benefits
- Base salary range of $140k−$170k plus benefits, with possible incentive plans and additional benefits.
- Hybrid working model based at the employee's local Mimecast office, with most customer engagement remote and some travel to customer sites.
- Employment is subject to applicable background checks in accordance with local law.
Categories
Forward Deployed
About Mimecast
Mimecast builds cloud services that secure email, web, and collaboration, plus archiving, eDiscovery, and awareness training for organizations. It sells subscription-based cybersecurity and compliance products with deep Microsoft 365 support, used to protect communications and manage human risk. Founded in 2003 and headquartered in London, Mimecast serves over 42,000 customers in 175+ countries and is owned by private equity firm Permira.