Managed Services Engineer

At Mimecast, our people are our greatest asset. We are driven by a shared commitment to excellence, a deep care for our customers, and a culture that celebrates winning together. Our teams bring high levels of self-motivation, take personal accountability for their actions, and instinctively find practical solutions to complex challenges. We take pride in delivering top-class customer service — because at Mimecast, we strive to win, and we celebrate our success together.

As a Mimecast Managed Services Engineer, you will be working with our customers in a post-sales environment, delivering an excellent level of managed services to customers focused on key areas of the Mimecast product suite. You will work with customers of varying sizes and you can expect to be working with customers from across the globe. You will continuously work with customers to support and optimise the Mimecast products to a high standard to achieve the best customer satisfaction scores.

While supporting customers, engage with various internal Mimecast teams to ensure that technical challenges are handled quickly and appropriately. The successful candidate will be an enthusiastic and professional individual with in-depth technical abilities as well as commercial acumen and relationship building skills for both internal and external application. This role will be based in our office in Cape Town, South Africa but will report into our Professional Services team and support our customers globally.

To enable Mimecast to best serve all our customers, this role will require you to work as part of a shift pattern.

• Autonomously analyse events and identify security threats and scams using the Mimecast and 3rd party tools.
• Maintain and present to customer regularly scheduled reports
• Maintaining and building up valuable and long-lasting customer relationships
• Handle cases and phone calls as appropriate
• Act as a primary contact for the customer with support questions for products in the scope of Mimecast managed services.
• Monitor Customer features and provide details back to the customer
• Escalation and tracking of issues raised within Mimecast and tracking of feature requests raised with Mimecast Product Development
• Engage with cross functional teams to meet customer needs.
• Assist customers with the successful implementation and adoption of Mimecast products including but not restricted to Brand Exploit Protect (BEP) and DMARC Analyser.
• Provide exceptional support to Mimecast customers, partners, resellers, and internal staff
• Cover our customers globally between the hours of 6am – 10pm as part of a regular shift pattern

• Experience managing customer facing implementations of 3rd party SaaS and IT services
• Experience with Microsoft, Google Apps or other email platforms
• Good understanding of internet fundamentals, DNS, network routing, firewalls and email delivery
• Experience with Microsoft Exchange and Active Directory or other email platforms
• Excellent verbal and written communication skills that can be used to explain complex technical topics in a clear and straight forward manner
• Detail oriented individual that enjoys working with customers and the challenge of technical troubleshooting
• Experience of working with globally diverse customers advantageous

• Qualification in Information Technology (A+, N+ and MSCA or higher) preferred but not essential
• Cybersecurity experience is a plus but not a requirement
• Knowledge of email authentication techniques as SPF, DKIM and DMARC
• Experience with the general IT administration and support of Microsoft Exchange, Lotus Notes Domino or other e-mail systems

Join our Managed Services team to accelerate your career journey. You will be immersed in a dynamic environment that recognizes and celebrates your achievements.

Mimecast offers formal and on-the-job learning opportunities, maintains a comprehensive benefits package that helps our employees and their family members to sustain a healthy lifestyle, and importantly - working in cross functional teams to build your knowledge!

We provide you with the flexibility to live balanced, healthy lives…