Technical Customer Support Engineer

Join Darktrace, a leading cyber security company, as a Technical Customer Support Engineer. In this role, you will provide exceptional technical support to our customers, develop an in-depth understanding of our products, and collaborate closely with our software development team. You will thrive in a fast-paced environment and have the opportunity to make a significant impact in the cyber security industry.

Responsibilities

• 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.
• Participating in on-call weekend shifts to maintain 24/7 coverage, and supporting customer-facing teams with technical aspects of deployments.

Requirements

• This position requires patience, discipline, and the ability to react quickly and calmly under pressure
• No prior experience is required, just a genuine interest in technology and a willingness to learn. We provide extensive training and ongoing support to help you succeed in this role. A strong mathematical or scientific background is essential
• Understanding of networking and cyber security technologies (desirable but not essential)
• Experience with support and incident response procedures (advantageous)
• A proven ability to work with data and analytical tools,

Tenacious, driven, and ambitious mindset

• Excellent verbal and written communication skills,
• This role requires strong technical troubleshooting skills combined with excellent customer service abilities. You should demonstrate effective communication, teamwork, and the ability to manage tasks with prioritization, attention to detail, analytical thinking, and time management to meet deadlines. Additionally, you should be able to demonstrate: