What You'll Do:

• Partner with customer-facing teams, customers, and fellow engineers to quickly diagnose and resolve technical pain points, from deployment hiccups to performance tuning, so customers get the most out of Incydr.
• Take full ownership of each engagement, from first diagnosis to resolution, working directly with customers along the way, while account teams continue to own the broader relationship.
• Get full access to the Incydr codebase and deployment tooling, so you can dig into how something actually works yourself and ship a fix through our normal review process when you're the right person to do it.
• Build and troubleshoot custom scripts and integrations tailored to each customer's environment, using AI tools to move fast rather than reaching for a one-size-fits-all script library.
• Partner with Incydr Engineering on issues that need deeper product involvement, arriving with enough detail, like repro steps and a root-cause hypothesis, that they can act on it immediately.
• Spot early signals, like an account building up untriaged alert volume, and flag them proactively so customer-facing teams can get ahead of a problem before it grows.
• Coach and enable a customer's own team, through training, documentation, and hands-on pairing, so they can confidently run and maintain Incydr themselves.
• Bring what you learn back to the rest of product and engineering, so patterns you spot across customers directly shape the roadmap instead of being solved once and forgotten.

What You'll Bring:

• 5+ years building software, including practical experience troubleshooting or supporting that software directly with customers or in live production environments.
• Enough depth across a broad codebase to work independently: comfortable reading and navigating code you didn't write, diagnosing an issue, and contributing a fix through normal review when needed, without waiting on someone else to do the digging.
• Practical scripting and integration experience: building narrow, purpose-built solutions to a specific technical problem quickly, including using AI coding tools to move faster than writing everything by hand.
• Genuine comfort owning a technical conversation directly with a customer: running a working session on a live issue, walking a customer through troubleshooting together over a video call. This is a role that will directly interact with customers and with a variety of internal stakeholders.
• Comfort troubleshooting with incomplete information: you're the person who figures out why something is broken in someone else's environment, even when the information is incomplete and a customer's waiting on an answer.
• Strong written and verbal communication: translating a technical root cause into something a non-engineer can act on, and a customer's vague description of a problem into something engineering can act on.
• Comfort working daily with AI coding assistants and agents, and interest in building the kind of lightweight AI-driven tools and playbooks that let customers and internal teams solve problems themselves.

Nice to Have:

• Experience with endpoint agent technology, device management (MDM), or the operational realities of deploying software across large, varied fleets.
• Experience with identity/directory sync (for example, SCIM) or enterprise single sign-on integrations.
• Experience building internal tools, playbooks, or automations that non-engineering teams can run themselves.
• Background in a customer-facing technical role: professional services, solutions engineering, technical account management, support or similar.
• Exposure to data security, data loss prevention, or insider risk concepts.

Compensation

The base salary range for this position is £80,000−£120,000 plus benefits. This range represents the minimum and maximum new hire compensation for this role. The position may also be eligible for incentive plans and additional benefits, in accordance with company policy and local regulations. Our salary ranges are determined by role, level, and location with individual compensation also dependent on factors such as qualifications, experience, and skills. Final offers will reflect these considerations and may vary accordingly.

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Belonging at Mimecast

Cybersecurity is a community effort. That’s why we’re committed to building an inclusive, diverse community that celebrates and welcomes everyone – unless they’re a cybercriminal, of course.

We’re proud to be an Equal Opportunity and Affirmative Action Employer, and we’d 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 won’t affect your application.

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.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment.