Cyber Engineer Delivery

Founded by mathematicians and cyber defense 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. We protect more than 8,400 customers from the world’s most complex threats, including ransomware, cloud, and SaaS attacks.

Our roots lie deep in innovation. The Darktrace AI Research Centre based in Cambridge, UK, has conducted research establishing new thresholds in cyber security, with technology innovations backed by over 130 patents and pending applications. The company’s European R&D center is located in The Hague, Netherlands.

Headquartered in Cambridge, UK, Darktrace has more than 2,400 employees located globally. Customers include public sector agencies, education institutions, media, organizations supplying critical infrastructure, and businesses of all sizes worldwide.

This is an excellent opportunity to join a fast-growing company, named one of TIME magazine’s “Most Influential Companies” for 2021 and one of Fast Company’s “Most Innovative AI Companies” in 2022. For more information on our cutting-edge technology, visit darktrace.com.

The role:

To support our rapid growth, we are seeking Cyber Engineers on Deployment (CED) to join our global team. This is a key role, working closely with our clients, account managers, and other technical teams within Darktrace, to ensure the successful design and implementation of the Darktrace Immune System. Your network knowledge will be invaluable, becoming the client’s trusted advisor regarding Darktrace on the network, for both pre- and post-sale deployments. The Cyber Defense Engineer (CED) helps the client from initial technical contact through to a successful Darktrace deployment.

Key Duties & Responsibilities:

• Partner with the other internal teams such as the Customer Success teams and the Cyber Technology (CT) teams to lead the implementation of the Darktrace solution in customer's environments.
• Track and manage the rollout of the solution for new customer, providing feedback to the wider Account Team
• Provide expertise and troubleshooting relating to on-prem and cloud network traffic for customers.
• Be a technical account manager and act as a technical liaison between customers, partners, and customer success teams.
• Design and build custom client integrations and define solution architectures.

Day-to-day the role will involve:

• Post Sales Delivery & Consultancy
  • Day-to-day Technical Support on enterprise accounts, as directed by the Technical Delivery Manager.
  • Provide support with complex deployment configurations where required.
  • Attend customer meetings as a subject matter expert, and act as a technical point of escalation where required.
  • Liaison with customers to review and validate the usability of Darktrace in support of their ongoing or changing Business Requirements.
  • Liaison with customers to review their consumption of the Darktrace capabilities to provide optimum use.

• Post Sales Services Verification
  • Verification and validation of Deployment plans and timescales in support of the Cyber Technology (CT) team.
  • Evaluate the maturity of deployments in support of designated accounts, as directed by the Technical Delivery Manager.
  • Revalidation of architecture requirements in support of changing customer business practices.
  • Liaison with customers in support of new Business Use Cases such as Cloud implementation, Microsoft SaaS or O365 introduction.

• Post Sales Relationship Management (Technical)
  • Technical engagement with at-risk accounts, or those with upcoming renewals, to ensure customer satisfaction and continuation of existing customer base.
  • Reporting – ensuring that designated accounts are continually monitored for performance and sustainability and providing updates to Darktrace Executive Team.
  • Assist Darktrace Development and Support teams when rapid customer interactions are required in support of issues or when reacting to critical feature requests.
  • Attend EBR meetings in support of the Customer Success Manager (CSM) where required.
  • Attend weekly customer meetings in support of the CSM, when required.

• Internal processes
  • Provide a technical point of escalation for the CSM team members.
  • Principal and Senior Delivery engineers provide training and mentoring to new Delivery team members.
  • Provide input to the Feature Request process in support of key accounts and assist in the delivery of solutions to Key customers.

Skillset required:

• Experience as a network engineer or solutions architect working in multiple environments including cloud, email, on-prem, SaaS (essential)
• Recent relevant experience in a role that encompasses Customer Success, Technical Account Management, or Consulting.
• Experience working with enterprise companies or large, complex networks (essential)
• Advanced network troubleshooting experience for both on-prem networks and cloud (essential)
• Strong customer service skills ideally in a customer facing role (essential)
• Experience in technical project management and strong time management skills (essential)
• Willingness to travel as needed to meet clients (essential)
• Strong IT skills and knowledge including hardware, software, and networks.
• Up to date knowledge of the latest Cyber technologies and software trends.
• A structured approach to identifying the strengths and weaknesses of customer systems to support the successful deployment of Darktrace in their environments.
• The ability to effectively communicate with senior business professionals across every industry vertical.
• Strong communication and presentation skills.
• Strong time management skills, self-motivation and goal orientated at all times.
• Able to work effectively as a part of team.