Senior Forward Deployed Engineer

In this role, you will work near the customer to ensure Incydr delivers full operational value from deployment through ongoing usage. You’ll diagnose and resolve technical issues, tailor integrations, and fine-tune deployments to fit diverse environments. You’ll collaborate with cross-functional teams and customer accounts to drive rapid, measurable health improvements. The position blends engineering execution with customer success, offering hands-on problem solving at scale and opportunities to shape product outcomes. You will operate within Mimecast’s AI-driven, security-focused culture and contribute to ongoing learning and improvement.

• benefits
• incentive plans
• local regulations compliance

• Diagnose and resolve technical pain points for deployments and performance issues with customers
• Own engagements from diagnosis to resolution, coordinating with account teams
• Access and work directly in the Incydr codebase and deployment tooling to ship fixes
• Build and troubleshoot custom scripts and integrations tailored to customer environments
• Collaborate with engineering for deeper product issues with detailed repro steps and root-cause hypotheses
• Identify early signals (e.g., rising untriaged alerts) and escalate proactively
• Coach customer teams through training, documentation, and hands-on pairing
• Share learnings with product and engineering to shape the roadmap
• Engage with customers and internal stakeholders daily, including live troubleshooting sessions
• Leverage AI tools to accelerate problem-solving and develop scalable playbooks

• 5+ years building software with direct customer or live production troubleshooting experience
• Ability to navigate large codebases and contribute fixes without dependency on others
• Proficiency in scripting and integration development for quick, targeted solutions
• Comfort conducting technical conversations directly with customers and guiding them through live troubleshooting
• Ability to troubleshoot with incomplete information and communicate findings clearly
• Strong written and verbal communication to translate root causes for non-engineers
• Experience working with AI coding assistants and interest in AI-driven tooling

• customer-facing communication
• problem solving under uncertainty
• quick adaptation to new environments
• scripting and integration development
• reading and debugging unfamiliar codebases
• use of AI coding tools to accelerate development