1 day ago
London, United KingdomSenior
Responsibilities
- Partner with customers, customer-facing teams, and engineers to diagnose and resolve deployment, performance, and technical issues.
- Own technical engagements from initial diagnosis through resolution while communicating directly with customers.
- Use the Incydr codebase, deployment tooling, logging, and telemetry to investigate issues and ship fixes when appropriate.
- Build and troubleshoot custom scripts and integrations tailored to customer environments.
- Provide engineering partners with reproduction steps and root-cause hypotheses for issues requiring deeper product involvement.
- Identify early operational warning signs and proactively flag risks to customer-facing teams.
- Train, document for, and pair with customer teams so they can operate and maintain Incydr independently.
- Share cross-customer patterns with product and engineering teams to influence the roadmap.
Requirements
- At least 5 years of software-building experience, including troubleshooting or supporting software with customers or in live production environments.
- Ability to independently navigate unfamiliar codebases, 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 working sessions directly with customers.
- Comfort troubleshooting incomplete information in customer environments.
- Strong written and verbal communication skills for translating technical issues between customers and engineers.
- Comfort working daily with 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 £80,000–£120,000 per year plus benefits.
- Potential eligibility for incentive plans and additional benefits according to company policy and local regulations.
- Hybrid working model through the employee’s local Mimecast office, with some travel to customer sites.
- Employment is subject to applicable background checks.
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.