Description
About the Role:
Mimecast is looking for a Critical Situation Manager / Principal Engineer to join our Melbourne or Brisbane team. This is a dual-accountability role that blends incident command with deep technical expertise: first and foremost you will own critical situation management for the region — acting as the central point of command during high-severity incidents, outages, security events, or escalations, coordinating cross-functional teams and communicating confidently from front-line teams to the executive suite. When no critical situation is active, you will operate as a Principal Technical Support Engineer, providing expert-level support, mentoring team members, and partnering with Engineering and Product to resolve and prevent issues. Success requires the ability to stay calm under pressure, make sound judgment calls with incomplete information, and mobilize people without direct authority over them.
What You'll Do
Critical Situation Management (Primary Accountability)
Own and lead critical situations end-to-end — from triage and severity assessment through investigation, resolution, and formal close-out.
Act as incident commander: assemble the right cross-functional bridge (Engineering, Product, Security, IT, Support, Customer Value Managers) and drive resolution with urgency.
Deliver timely, accurate communication cadences to internal leadership, affected customers, partners, and managed service providers.
Make judgment calls on severity classification, escalation paths, and the appropriate level of executive/customer involvement.
Lead post-incident reviews (RCA/PIR), ensuring root cause and corrective actions are documented and tracked to closure. Prepare internal and external incident reports or executive summaries.
Build and continuously improve critical situation processes, runbooks, and playbooks; maintain on-call readiness outside standard hours.
Principal Technical Support Engineer (Secondary Accountability — when no active critical situation)
Provide expert-level support for advanced, complex questions from Senior Support teams, with priority focus on VIP and Platinum customers.
Apply deep knowledge of Microsoft Exchange, Active Directory, SSO, Azure/O365, and email security fundamentals (SMTP, TLS/SSL, DNS, routing) to exhaustive troubleshooting.
Act as the strategic escalation point for the team queue (VIP/Hotlist) and liaise with Engineering and Development to raise and track bugs.
Mentor and train senior technical engineers, running seminars and Q&A sessions to build team capability.
Create and review technical documentation; provide technical validation of content from Technical Writers and Education teams.
Review feature requests and represent Support's voice in Product and Engineering conversations on trends and improvements.
What You'll Need
Required Qualifications & Experience:
5+ years in a customer-facing technical role such as Critical Situation Management, Major Incident Management, Technical Account Management, or Principal/Senior Technical Support, ideally in enterprise SaaS or cybersecurity.
Proven track record leading high-severity, high-pressure incidents or escalations to resolution, including experience as an incident commander or major incident lead.
Strong technical fluency across Microsoft Exchange, Active Directory, SSO, Azure/O365, and email-related technology (SMTP, TLS/SSL, firewalls), able to engage credibly with Engineering and Security.
Excellent verbal and written communication skills, with experience communicating to executive and C-level stakeholders under pressure.
Strong stakeholder management and cross-functional leadership skills — able to mobilize and align teams without formal authority.
Solid understanding of ITIL incident/problem management principles, SLAs, and root cause analysis methodologies.
Ability to work flexible hours, including participation in an on-call rotation for critical, time-sensitive situations.
Preferred Qualifications:
Experience within email, collaboration, or cybersecurity platforms (e.g., email security, threat detection, human risk management).
CRM experience with Zendesk or Salesforce; familiarity with major cloud/SaaS environments and MSP/MSSP ecosystems.
ITIL Foundation certification or equivalent incident/crisis management certification; MCSE, MCTS, MCITP or equivalent advantageous.
Experience operating in a global, multi-region organization (EMEA, Americas, APAC), and background in cybersecurity incident response or crisis communications.
Key Competencies:
Calm, decisive leadership under pressure
Judgment and prioritization with incomplete information
Cross-functional influence without direct authority
Expert and exhaustive technical troubleshooting
Mentoring mindset with a bias toward continuous improvement
The base salary range for this position is $155k−$195k plus benefits. This range represents the minimum and maximum new hire compensation for this role. The position may also be eligible for incentive plans and additional benefits, in accordance with company policy and local regulations. Our salary ranges are determined by role, level, and location with individual compensation also dependent on factors such as qualifications, experience, and skills. Final offers will reflect these considerations and may vary accordingly.
Belonging at Mimecast
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.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment.