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About the Role

Incydr Product Development is seeking a Senior Forward Deployed Engineer to ensure customers maximize the value of Incydr throughout their product lifecycle. This role partners with proof-of-value engineers, Professional Services, and customer account teams to achieve and maintain customer operational health as their needs evolve. It offers an opportunity to shape a new role at the intersection of engineering and customer success.

Responsibilities

Partner with customer-facing teams, customers, and fellow engineers to diagnose and resolve technical pain points, from deployment to performance tuning.
Take ownership of engagements from diagnosis to resolution, working directly with customers.
Access the Incydr codebase and deployment tooling to diagnose issues and contribute fixes.
Build and troubleshoot custom scripts and integrations tailored to customer environments, utilizing AI tools.
Partner with Incydr Engineering on issues requiring deeper product involvement, providing detailed information.
Identify early signals of potential issues, such as high alert volume, and proactively flag them.
Coach and enable customer teams through training, documentation, and hands-on pairing.
Share learnings with product and engineering teams to influence the product roadmap.

Requirements

5+ years of software development experience, including troubleshooting or supporting software directly with customers or in production environments.
Proficiency in navigating and diagnosing issues within a broad codebase, with the ability to contribute fixes.
Practical scripting and integration experience, including using AI coding tools.
Comfort owning technical conversations directly with customers.
Ability to troubleshoot with incomplete information.
Strong written and verbal communication skills, including translating technical details for non-engineers.
Comfort working with AI coding assistants and agents.
Experience with endpoint agent technology, device management (MDM), or deploying software across large fleets is a plus.
Experience with identity/directory sync (SCIM) or enterprise single sign-on integrations is a plus.
Experience building internal tools, playbooks, or automations for non-engineering teams is a plus.
Background in a customer-facing technical role (professional services, solutions engineering, technical account management, support) is a plus.
Exposure to data security, data loss prevention, or insider risk concepts is a plus.
Successful completion of applicable background checks is required for employment.

Skills

Software Development
Troubleshooting
Customer Support
Scripting
Integration
AI Coding Tools
Technical Communication
Endpoint Agent Technology
Device Management (MDM)
Identity/Directory Sync (SCIM)
Enterprise Single Sign-On
Data Security
Data Loss Prevention
Insider Risk Management

Location

Remote
Onsite (local Mimecast office)

Work Type

Hybrid

Experience Level

Senior

Salary/Compensations

£80,000 - £120,000

Benefits

Incentive plans
Additional benefits

About the Company

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.
Mimecast is an AI-First engineering organization. Our teams actively leverage AI-powered development tools to accelerate innovation, improve code quality, and solve complex cybersecurity challenges at scale. We're looking for engineering leaders who embrace these technologies or are eager to master them quickly.
Our AI leadership extends beyond how we build to what we build. Our Mihra AI agent delivers 7x faster threat response for customers, and we're recognized as "Agents of Change" in Human Risk Management. Engineers here work at the intersection of cutting-edge AI tooling and AI-powered security products that protect organizations worldwide.

Equal Opportunity

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