Customer Support Engineer, Darktrace
AI cybersecurity solutions
Open for applications
AI cybersecurity solutions
1001+ employees
Open for applications
1001+ employees
Company mission
To free the world from cyber disruption.
Role
Who you are
- 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
- 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
What the job involves
- 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
- 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
Our take
With the rise of sophisticated cyberattacks, the need for cutting-edge defence mechanisms has never been more critical. Darktrace addresses this challenge by leveraging AI-enabled threat detection technology, enabling organisations to swiftly identify and respond to abnormal network activity.
By utilising machine learning algorithms, Darktrace allows businesses to combat a wide range of cyber threats, from data breaches to insider attacks. This safeguards their digital assets and helps them maintaining operational resilience.
The company's recent acquisition by private equity giant Thoma Bravo marks a significant milestone in its journey. The acquisition provides Darktrace with access to a strong financial partner and deep software sector expertise, positioning it to further enhance its capabilities as a leading AI cybersecurity business.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 5 rounds)
Sep 2018
$50m
SERIES E
Jul 2017
$75m
SERIES D
Total funding: $230.5m
Company benefits
- 23 days paid holiday plus UK bank holidays, increasing to 25 days after two years’ service
- Additional birthday day off
- Salary Sacrifice pension scheme with 4% employer contribution and minimum 5% employee contribution
- Optional BUPA private medical insurance for you and your immediate family
- Life assurance with a benefit of 4x your annual basic salary
- Employee Assistance Programme offering both on-line and telephone support and resources to you and your family
- Cycle to work scheme
- Active social and charity initiatives including our matched charitable giving scheme and employee recognition scheme
Company HQ
Cambridge, UK
Leadership
Jack Stockdale
(CTO)Co-founded Darktrace in 2013 and has served as the CTO since.
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