Senior Forward Deployed Engineer

About Mimecast The work people build is worth protecting, and it's harder to protect than it used to be. AI agents now move at machine speed with human-level access, and a small slip-up can become a very public one. We disrupt cybercriminal activity before that happens. We think fast, go big, and always demand more of ourselves. We work hard, deliver, and repeat. We grow with real determination and put success well within reach. We push each other to be better and expect to be pushed back, in a community built on respect, where everyone is counted. Work Protected. The Opportunity Incydr Product Development is looking for a Senior Forward Deployed Engineer to help make sure customers get the full value of Incydr, from initial rollout throughout the entire time they run the product. As Incydr scales globally across more customers and more complex environments, we're investing in a technical role that sits close to the customer: partnering with our proof-of-value engineers, Professional Services team, and customer account teams to help accounts reach full operational health quickly and stay there as their needs evolve. It's a chance to shape a new role at the intersection of engineering and customer success. This is a hands-on, engineering role that also interacts with customers. You'll be embedded in Incydr Engineering and brought in directly by the teams closest to an account to work on something specific: a technical health check, custom integration work, digging deep into customer problems to find and resolve issues quickly, and even fine-tuning after deployment to make Incydr fit well inside a customer's environment. You'll be part of the engineering team with access to source code, advanced logging, and telemetry to solve problems directly or partner with other SMEs in engineering as needed. Expect some travel to customer sites, though most engagement happens remotely; day to day, you'll follow the hybrid working model for your local Mimecast office. Mimecast is an AI-First engineering organization. Our teams actively leverage AI-powered development tools across all facets of engineering, and we're looking for someone genuinely curious about working this way, including using AI to build fast, narrow solutions for individual customer problems rather than defaulting to a big, shared toolkit. 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 secur…