Associate Technical Support Engineer

About the position Mimecast is seeking a highly motivated Associate Technical Support Engineer to join our global support team, and provide first-line technical support to customers using Mimecast products. In this role, you will be responsible for promptly responding to customer queries and troubleshooting technical issues via phone and email. Your primary objective will be to identify and resolve customer problems by analyzing symptoms, diagnosing root causes, and implementing solutions using best practices.

What You'll Do - Provide first-line technical support to customers using Mimecast products, ensuring timely and effective issue resolution. - Respond to customer inquiries and troubleshoot technical issues via phone or email, providing clear and concise explanations and instructions. - Analyze symptoms, diagnose root causes, and implement solutions using best practices to resolve customer problems.

- Escalate complex technical issues to higher-level support or development teams as needed, ensuring timely resolution. - Follow standard operating procedures for issue resolution, documenting customer interactions and solutions in a ticketing system. - Stay up to date with product knowledge and new features to effectively assist customers and provide accurate information.

- Provide customers with links to relevant Knowledge Base articles to help them better understand and resolve their issues. - Contribute to the refinement of knowledge base articles, FAQs, and user guides t