Senior Technical Solutions Specialist

6 days ago

Lexington, Kentucky, United States Mimecast North America, Inc. Full time

Technical Account Manager Role Overview

Mimecast North America, Inc. is seeking a highly skilled Technical Account Manager to serve as a vital technical partner, providing guidance and support to ensure customer success. As a Technical Account Manager, you will work closely with assigned customers' IT staff to resolve advanced technical issues, provide expert advice on Mimecast platform utilization, and proactively engage with customers to address their technical business needs.

Key Responsibilities:

Case Handling:

  • Collaborate with customers' IT teams to troubleshoot and resolve complex technical issues on the Mimecast platform.
  • Log and resolve support cases in the Mimecast case management system, ensuring timely and comprehensive resolution.
  • Review open support cases and take ownership where necessary, serving as the primary point of contact for customers.
  • Manage customer and internal stakeholder communications for issues raised to Mimecast Development.
  • Consult with senior technical Mimecast resources to assist with issue resolution.
  • Assist with other routine customer support matters as directed by management.

Proactive Engagement:

  • Document and understand customers' technical business needs through regular technical profile reviews.
  • Review product releases and platform functionality changes, advising customers on best practice configuration updates.
  • Plan for migration or account-related activities outside of normal business hours as required.

Account Management:

  • Collaborate with the Customer Success Manager to provide periodic reports on support activity.
  • Attend routine conference calls and customer meetings as mutually agreed with customers.
  • Advocate internally for feature and functional changes to the Mimecast platform based on customer needs.

Requirements:

  • 1-3 years of experience working with MimeOS and full knowledge of platform functionality.
  • Experience providing high-quality technical support to Enterprise customers.
  • Knowledge of Microsoft Exchange, Active Directory, and other Corporate IT Messaging and Security systems.
  • Excellent written and verbal communication skills, with the ability to communicate complex technical topics to a non-technical audience.
  • An emphasis on customer satisfaction and the ability to remain calm under pressure.

About Mimecast:

Mimecast is committed to building an inclusive, diverse community that celebrates and welcomes everyone. We're proud to be an Equal Opportunity and Affirmative Action Employer and encourage applicants from traditionally underrepresented groups to join our team.

We consider everyone equally, without regard to their race, age, religion, sexual orientation, gender identity, ability, marital status, nationality, or any other protected characteristic.

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