Associate Technical Support Engineer

About the role

Mimecast is looking for a highly motivated Associate Technical Support Engineer to join its global support team and provide first-line technical support to customers using Mimecast products. The engineer responds to customer queries and troubleshoots technical issues by phone and email, identifying and resolving problems through symptom analysis, root cause diagnosis and best-practice solutions.

Key responsibilities

• Provide first-line technical support to customers, resolving issues timely and effectively.
• Respond to inquiries and troubleshoot via phone or email, giving clear explanations and instructions.
• Analyze symptoms, diagnose root causes and implement solutions; escalate complex issues to higher-level support or development teams.
• Follow standard operating procedures, document interactions and solutions in a ticketing system.
• Keep up to date with product knowledge and new features, and share relevant Knowledge Base article links with customers.
• Contribute to refining Knowledge Base articles, FAQs and user guides, and spot trends in customer issues to suggest preventive improvements.

Required profile

• Experience in a customer-focused role and a customer-focused attitude.
• Experience in a fast-paced environment.
• Good verbal and written communication skills, able to explain complex technical topics clearly.
• Self-motivated, detail-oriented and able to work in a team, handling several cases at once.
• IT industry experience and customer-facing experience are advantageous.

Required skills

• Active Directory, Azure and Google Directory administration and support (beneficial).
• Understanding of internet fundamentals, network routing and e-mail delivery.
• Strong problem-solving and analytical abilities.

What we offer

• Base salary range of S$48k to S$60k plus benefits.
• Possibility of incentive plans and additional benefits depending on company policy and local regulations.