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:
Job Summary
We are looking for a bright, technically minded individual to join our Customer Support team. This role requires patience and discipline with the ability to react quickly and calmly. You will be in the front-line of support, responding to customer queries and ensuring our software operates as expected. You will interact directly with both customers and the software development team to troubleshoot and resolve technical issues. No prior knowledge is required, but an interest in technical support and willingness to learn is essential. You'll be given extensive training and support as you develop in the role. This role offers candidates with strong mathematical and scientific backgrounds the opportunity to support our customer and product in the dynamic and exciting industry of cyber security. Given our tremendous growth this is a fast-paced role, so you need to make sure you're an organized, pro-active individual who is adaptable to change and comfortable wearing multiple hats. Please note this role is hybrid.
Key Duties & Responsibilities
- Responding to requests for support raised in the Darktrace Customer Portal
- Explaining features of the software and helping customers to get the most out of the platform
- Ensuring our product is running smoothly and efficiently for our clients
- Liaising between the development team and customers when issues arise
- Supporting our Customer Facing teams with technical aspects of deployments
- Participate in on-call weekend shifts as needed to ensure 24/7 coverage.
Skills & Qualifications
- Proven ability to work with data and analytical tools.
- Excellent interpersonal/communication skills, both verbal and written.
- An understanding of general networking and technologies is desirable but not essential.
- Experience of (technical) customer support and incident response procedures and practices is an advantage.
- Tenacious, driven & ambitious.
- Willing to report to LA office up to 3 days a week.
The annual pay range for this position is $65,000 - $75,000. The actual offer will be based on the role, location, and individual experience.
Benefits:
100% medical, dental and vision insurance, plus dependents
Paid parental leave
Pet insurance Discount
Life insurance
Commuter benefits
401(k)
Employee Assistance Program
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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.
