Advanced Escalation Support Engineer

2 months ago

Bengaluru, India Mimecast Full time

Escalation Support Engineer – Engineering Support

Join the team that is the vital link between Customer Support and Development at Mimecast

Are you passionate about providing the highest levels of technical support? Do you have a strong knowledge of cybersecurity? If working for a leader in this space and being responsible for helping customers stay protected is important to you, this could be the role for you.

Why Join Our Team?

“Were a global team within a global company offering a diverse culture that's welcoming and supporting. We value all that our Mimecasters offer, each one contributing to our success. I am excited to see what you can bring to the team” - Hiring Manager

What You’ll Do

The Escalation Support Engineer is part of the global Engineering Support team providing 3rd line support and acting as a conduit between our Technical Support teams and our development teams.

The Engineering Support team is a diverse team located globally to provide a 24/7 support function using the follow the sun support model. We operate an on-call process and participation would be expected once fully trained.

Your responsibilities will include:

  • Provide support to our 2nd line customer support engineers, through JIRA tickets and directly through slack channels.
  • Providing coaching and mentoring to new team members along with helping to upskill 2nd line engineers.
  • Ability to troubleshoot complex issues, collaborating with software engineers and product management ensuring correct prioritisation.
  • Collaboration with the wider engineering and QA teams.
  • Identifying and owning development and process improvements.
  • Always looking for ways for automation to help improve workflow and performance.

What You’ll Bring:

  • Bachelor’s Degree or equivalent experience.
  • Experience working with AWS based deployments.
  • Working knowledge of AWS Cloud Services.
  • Strong knowledge of Linux CLI along with use of BASH, Python and Powershell.
  • Working knowledge of Microsoft Exchange, Active Directory, GPO, DNS and Office365.
  • Basic knowledge of SQL.
  • Good understanding of Networking and TCP/IP troubleshooting.
  • Experience working with SSL certificate chains and trusts.
  • Excellent communication and time management skills.
  • Strong communication skills with experience in effectively communicating technical concepts to both technical and non-technical stakeholders.
  • Experience of working with Atlassian Products, in particular JIRA and Confluence.
  • Display ownership and accountability behaviours.
  • Proven ability to always display a customer centric approach.
  • Experience of working in a SaaS/Cloud environment, ideally within in the Cybersecurity space.
  • Experience of supporting an Enterprise level global customer base.

What We Bring

Join our Engineering Support team to accelerate your career journey, working with cutting-edge technologies and contributing to projects that have real customer impact. You will be immersed in a dynamic environment that recognizes and celebrates your achievements.

Mimecast offers formal and on the job learning opportunities, maintains a comprehensive benefits package that helps our employees and their family members to sustain a healthy lifestyle, and importantly - working in cross functional teams to build your knowledge

We believe in ‘growth that’s good, we have ‘a culture that cares’ and we are on a ‘mission that matters’.

Our Hybrid Model: We provide you with the flexibility to live balanced, healthy lives through our hybrid working model that champions both collaborative teamwork and individual flexibility. Employees are expected to come to the office at least two days per week, because working together in person:

  • Fosters a culture of collaboration, communication, performance and learning
  • Drives innovation and creativity within and between teams
  • Introduces employees to priorities outside of their immediate realm
  • Ensures important interpersonal relationships and connections with one another and our community

#LI-CS1

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