Provides first-line technical support for Mimecast customers via phone and email. Troubleshoots issues, diagnoses root causes, implements solutions, documents cases, escalates complex problems, maintains knowledge resources, and identifies recurring issues. Requires strong communication, customer service, analytical, organizational, and teamwork skills, along with understanding of internet fundamentals, network routing, and email delivery.

Develops and supports Incydr customer deployments through technical health checks, troubleshooting, custom scripts and integrations, performance tuning, and deployment fixes. Works directly with customers and internal engineering teams, investigates issues using source code, logging, and telemetry, ships fixes through code review, and provides training and documentation. Proactively identifies account risks and shares recurring customer patterns with product and engineering teams. The role uses AI coding tools and includes occasional customer-site travel.