Cyber Support Engineer

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.

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 and reporting on critical customer events. You will interact directly with both customers and the software development team. No prior knowledge is required, but an interest in the field 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 commence a career 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.

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 customers’ deployments are running smoothly and efficiently
• Liaising between the development team and customers when issues arise
• Supporting the Cyber Technology Specialist team with technical aspects of deployments

Candidate Requirements:

• Proven ability to work with data and analytical tools.
• Excellent interpersonal/communication skills, both verbal and written.
• An understanding of general networking and cyber security technologies is desirable but not essential.
• Experience of 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. 

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