THE ROLE:
The Cloud Support Engineer is part of the global Engineering Support team
providing 3rd line support and acting as a conduit between our Technical Support teams and our development teams.
ABOUT THE TEAM:
The Engineering Support team is a diverse team located globally to provide a 24/7 support function using a follow the sun support model. We operate an on-call process on weekends and participation would be expected once fully trained.
KEY RESONSIBILITIES:
As a Cloud Support Engineer you will be responsible for providing support for our customers, working directly with our 2nd line engineers and product development to resolve issues. Reviewing and analyzing logs along with helping the team to achieve their goals and hit KPIs are some of the elements that make up a typical day.
In addition:
Ability to troubleshoot complex issues, collaborating with software engineers and product management to help resolve them.
Collaboration with the wider engineering and QA teams.
Identifying and owning development and process improvements.
Always looking for ways for automation to help improve work flow and
performance.
Providing coaching and mentoring to new team members along with helping to upskill 2nd line Engineers.
ESSENTIAL SKILLS:
Bachelor’s Degree or equivalent experience.
1+ years hands on experience working with AWS based deployments.
Working knowledge of AWS Cloud Services.
Strong knowledge of Linux CLI along with use of shell scripts.
Working knowledge of Microsoft Exchange, Active Directory, GPO, DNS and Office365.
Basic knowledge of SQL.
Good understanding of Networking and TCP/IP troubleshooting.
Strong knowledge of HTTP/S, SMTP, DNS, LDAP and TLS protocols.
Ability to take complex technical updates and articulate them to less
technical engineers.
Excellent communication and time management skills.
DESIRABLE SKILLS:
Experience using scripting languages such as BASH, Python and Powershell.
Experience working with SSL certificate chains and trusts.
Working knowledge of diagnostic tools such as Wireshark, Fiddler and other network stack analysis tools.
AWS certification a bonus.
Experience of working with JIRA and Confluence.
Experience working with MAC OS.
In-depth understanding of Cloud Computing and Hypervisors.
Experience working/supporting cybersecurity software.
Why Mimecast?
We’re fast thinking. We go big to reach our cyberattack-disrupting goals. And we do what we need to protect the world of business from getting important (and potentially compromising) data stolen. We never leave anyone behind. We deliver quickly – and outstandingly. We’re big on honesty because it makes us better. We’re empowered by our mission. And if cybercriminals have a good day, we work twice as hard to make the rest of their days a nightmare. That’s The Mimecast Way.
And the Mimecast way is also a hybrid-working way. We empower our people to balance their time between home and the office in a way that works best for them, their team, and our stakeholders.
Become a Mimecaster and put corporate data under your protection. Fill our teams with respect. And bring cybercrime-obstructing energy to your work. Be passionate. Be powerful. Be alive with purpose.
DEI Statement
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.
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