Customer Solutions Engineers are responsible for providing technical guidance and consultation to Mimecast customers and peers across the Customer Excellence team. They are counted on to assist Customer Success and Service Delivery Managers with assessing customer situations and improving outcomes across the full scope of the customer journey. The Customer Solutions Engineer is a complex, demanding, and dynamic customer facing role with a focus on churn mitigation, product adoption, and optimization of customer configurations.
What You'll Do
-
Partner with CSMs to understand customer technical needs in the context of their business environment.
-
Join CSMs on investigative calls with customers to help determine next steps or de-escalate issues.
-
Assist customers with best practices setup and proactive platform optimization.
-
Provide written customer session recaps as required to ensure recommendations and prescribed next steps are clearly communicated to customers and tracked in CRM.
-
Provide platform guidance and system optimization.
-
Advise customers on value of contracted services and features they may not be utilizing.
-
Initial scoping for potential product upsell, professional services engagements and general direction for next line of support or escalation.
-
De-escalate customer satisfaction concerns by reviewing and resolving outstanding support tickets
-
Provide constructive feedback to pertinent areas of the business such as Product, Engineering, Sales Engineering, and Customer Operations based on customer engagements.
What You'll Bring
-
3+ years of email infrastructure, IT security, IT administration, engineering, or support experience.
-
Ownership mentality around unknown technical situations and topics.
-
Ability to work within a fast-paced, often ambiguous environment.
-
Excellent people skills i.e. ability to build relationships, manage expectations, and communicate clearly both written and verbally.
-
Ability to translate complex technical questions into solutions based on customer business requirements.
-
Experience working with multiple levels of customer stakeholders technical admins, team leaders, C level executives, legal, compliance, and procurement contacts.
-
Flexible work schedule availability for customer and CSM calls and email response within reasonable business hours time frames.
What We Bring
At Mimecast, we offer more than just a job; we provide a pathway to a rewarding and fulfilling career. Joining our team means gaining access to a vibrant workplace culture that fosters innovation, collaboration, and continuous learning. With opportunities for professional growth and development, along with a supportive environment that values diversity and inclusivity, Mimecast empowers individuals to thrive and make a meaningful impact in the rapidly evolving world of cybersecurity and cloud technology.
#LI-ND1
DEI Statement
Cybersecurity is a community effort. Thats why were committed to building an inclusive, diverse community that celebrates and welcomes everyone unless theyre a cybercriminal, of course.
Were proud to be an Equal Opportunity and Affirmative Action Employer, and wed encourage you to join us whatever your background. We particularly welcome applicants from traditionally underrepresented groups.
We consider everyone equally: your race, age, religion, sexual orientation, gender identity, ability, marital status, nationality, or any other protected characteristic wont affect your application.
If you require any adjustments or accommodations due to a disability, or any other reason that may help you in your interview process, please let us know by emailing [email protected].
Due to certain obligations to our customers, an offer of employment will be subject to your successful completion of applicable background checks, conducted in accordance with local law.
