As a Customer Support Engineer, you will play a critical role in ensuring our customers receive exceptional technical support. 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
Benefits
Active social and charity initiatives including our matched charitable giving scheme and employee recognition scheme
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
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.
