3rd Line Technical Support Engineer (Engineering Support)

Job Locations US-MA-Lexington
ID
2021-6034
Category
Engineering and R&D
Position Type
Permanent – Full Time

Overview

Here at Mimecast, we run our own bespoke, highly available, high volume, Cloud based Cyber Resilience platform. We provide SaaS tools that enables e-mail security, e-discovery and e-mail archiving. We also provide web security, brand protection and browser isolation products.  All of this happens in a state of the art and complex technical environment that is run by some of the best technologists in their fields. 


Mimecast is seeking an experienced Support Engineer to join our global Engineering Support team.  The successful candidate will be passionate about solving complex, technical problems and be proficient at troubleshooting in a SaaS world. 
You will also play a crucial role when it comes to our incident management response. 

Responsibilities

In an average day, you can expect to:

  • Provide 3rd line support to our 2nd line teams who are supporting our global customers
  • Help, support and educate our global Customer Support teams
  • Troubleshoot complex issues and collaborate with our software engineers to help resolve them
  • Be a bridge between the wider Engineering and Product teams, to help drive the future of the product
  • Support our wider Engineering teams (such as QA) with their day-to-day activities.

Qualifications

Essential Skills:

  • Strong technical, problem solving and analytical skills with the willingness to see the investigation through to successful resolution
  • Extensive knowledge of HTTP/S, SMTP, DNS, LDAP, TLS and similar protocols
  • Comfortable working in a Linux command line terminal and understanding of shell commands and OS services 
  • Experience of supporting SaaS based applications
  • Experience of working with a ticket/case management system 
  • A self-starter able to manage your own time and priorities 
  • Passionate about technology with a strong desire to learn about new technologies and transfer that knowledge to team members 
  • Experience working with colleagues in a global team across time zones  
  • Experience of working with Microsoft Exchange, Active Directory, ADFS and Office365
  • Knowledge of TCP/IP and basic networking concepts

Desirable Skills: 

  • Experience working with API endpoints
  • Familiarity with scripting languages such as BASH, Python, Powershell  
  • Understanding of SSL certificate chains and trusts 
  • Experience using tools such as Wireshark, Fiddler and other network stack analysis tools 
  • Basic SQL knowledge is beneficial 
  • Experience of working with macOS 

Rewards: We offer a highly competitive rewards and benefits package, for more information please speak with the Talent Acquisition Team here.


Check us out here too…
LinkedIn life page: https://www.linkedin.com/company/mimecast/life
StackOverflow:  https://stackoverflow.com/jobs/companies/mimecast
Our YouTube Channel: https://www.youtube.com/user/mimecast

 

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. Send an email to krooney@mimecast.com 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.

 

#LI-GC1

 

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