Technical Account Managers are responsible for serving as a customer’s technical partner at Mimecast, providing both technical guidance on routine support matters and strategic advice on effective utilization of the Mimecast platform. As this is a paid service offering, customers will have high expectations for the engineer’s technical knowledge, overall engagement, and customer facing skills. The role requires a thorough understanding of the challenges and expectations of corporate IT teams, the ability to clearly communicate technical issues, and the ability to confidently explain Mimecast product, services, and best practices.
- Work closely with assigned customer’s IT staff for any issues on the Mimecast platform that require advanced troubleshooting, problem isolation and/or resolution.
- For technical matters raised directly to the DSE by the customer, ensure support cases are adequately logged in the Mimecast case management system. Ensure cases are resolved as quickly and comprehensively as possible.
- Regularly review open support cases assigned to other Mimecast Support Engineers to ensure they are being properly handled and escalated. Where appropriate, take ownership of the support case and serve as the customer’s primary point of contact for troubleshooting.
- Manage customer and internal stakeholder communications for all issues raised to Mimecast Development, working closely with Customer Success and Service Delivery to ensure that required information and updates are shared in a timely basis until the problem is resolved.
- Consult with other senior technical Mimecast resources, including Technical Operations, Messaging Security, Product Management, and Development to assist with issue resolution.
- As time allows and as directed by management, assist with other routine customer support matters. This may include email and phone queue cases, escalated and high profile issues, or coverage for other Designated Support Engineers.
- Understand and document the customer’s technical business needs and environment through regular technical profile reviews coordinated by the Mimecast Customer Success team.
- Review product releases and platform functionality changes, advising customers on best practice configuration updates.
- As mutually agreed with the customer, plan for migration or account related activities outside of normal business hours where required.
- Work with the Customer Success Manager to provide periodic reports on support activity.
- Attend routine conference calls and customer meetings, as mutually agreed with customer. Depending on Mimecast region and customer profile, some of these meetings may be at the customer’s location.
- Work closely with the Customer Success Manager to understand the customer’s technical and business needs and advocate internally for feature and or/functional changes to the Mimecast platform.
The ideal candidate for this role will have the following characteristics:
- 1-3 years of experience working with MimeOS and full knowledge of all platform functionality
- Experience providing high quality technical support to Enterprise customers
- Knowledge of Microsoft Exchange, Active Directory, and other Corporate IT Messaging and Security systems.
- Excellent written and verbal communication skills, and the ability to communicate highly technical topics to a non-technical audience
- An emphasis on customer satisfaction and the ability to remain calm under pressure.
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. Call us at (617) 393-7000 or send an email to [email protected] 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.