Darktrace is a global leader in AI for cybersecurity that keeps organizations ahead of the changing threat landscape every day. Founded in 2013, Darktrace provides the essential cybersecurity platform protecting nearly 10,000 organizations from unknown threats using its proprietary AI.
The Darktrace Active AI Security Platform™ delivers a proactive approach to cyber resilience to secure the business across the entire digital estate – from network to cloud to email. Breakthrough innovations from our R&D teams have resulted in over 200 patent applications filed. Darktrace’s platform and services are supported by over 2,400 employees around the world. To learn more, visit http://www.darktrace.com.
Job Description:
As a Customer Support Engineer, you will play a critical role in ensuring our customers receive exceptional technical support. This position requires patience, discipline, and the ability to react quickly and calmly under pressure. You will develop an in-depth understanding of our products to provide effective solutions to customer queries, while collaborating closely with both customers and our software development team to share insights on product performance and customer needs.
What experience do I need:
You will be working in the dynamic and fast-paced cyber security industry, where adaptability, organization, and a proactive mindset are key. This role involves wearing multiple hats and thriving in an environment of rapid growth.
- Responding to support requests via the Darktrace Customer Portal,
- Explaining software features and helping customers maximize platform value,
- Ensuring customer deployments run smoothly and efficiently,
- Acting as a liaison between customers and the development team when issues arise,
- Supporting customer-facing teams with technical aspects of deployments,
- Participating in on-call weekend shifts to maintain 24/7 coverage.
What experience do I need:
Having some IT background and knowledge of troubleshooting paired with execpetional customer service skills would highly advantageous. Success in this position requires clear and effective communication, strong teamwork, and the ability to prioritize tasks while maintaining attention to detail. You should demonstrate analytical thinking, time management, and the capability to meet deadlines in a fast-paced environment. Additionally, you should be able to demonstrate:
- A proven ability to work with data and analytical tools,,
- Some understanding of networking and cyber security technologies (desirable but not essential)
- Experience with support and incident response procedures (advantageous)
- Tenacious, driven, and ambitious mindset.
Benefits:
23 days’ holiday + all public holidays, rising to 25 days after 2 years of service,
Additional day off for your birthday,
Private medical insurance which covers you, your cohabiting partner and children,
Life insurance of 4 times your base salary,
Salary sacrifice pension scheme,
Enhanced family leave,
Confidential Employee Assistance Program,
Cycle to work scheme.
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What We Do
Darktrace, a global leader in cyber security AI, delivers world-class technology that protects over 5,500 customers worldwide from advanced threats, including ransomware and cloud and SaaS attacks.
The company’s fundamentally different approach applies Self-Learning AI to enable machines to understand the business in order to autonomously defend it.
Headquartered in Cambridge, UK, the company has 1,500 employees and over 30 offices worldwide.
Darktrace was named one of TIME magazine’s ‘Most Influential Companies’ for 2021.
