Technical Support Engineer

Darktrace has more than 2,500 employees located globally. Founded by mathematicians and cyber defence experts in 2013, Darktrace is a global leader in cyber security AI, delivering complete AI-powered solutions in its mission to free the world of cyber disruption.

For over a decade, Darktrace has pioneered a proactive, AI-native approach to security. Our roots lie deep in innovation. The Darktrace AI Research Centre based in Cambridge, UK, has conducted research establishing new thresholds in cybersecurity, with technology innovations backed by over 200 patents and pending applications.

Today, Darktrace is a global leader in cybersecurity AI, delivering the essential cybersecurity platform to protect organisations today and for an ever-changing future.

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.

 

Benefits

• 100% medical, dental and vision insurance, plus dependents
• Paid parental leave
• Pet insurance
• Life insurance
• Commuter benefits
• 401(k) 
• 20 days PTO plus your Birthday
• 10 paid Holidays

 

For US based candidates, the annual pay range (excluding bonus) for this position is $65,000 - $75,000. The actual offer will be based on the role, location, and individual experience.