Customer Support Engineer

Darktrace Ltd; Hartford; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading cybersecurity firm in Hartford is seeking a Customer Support Engineer to provide exceptional technical support. The role requires strong analytical skills and effective communication, offering extensive training for those eager to learn. Benefits include 23 days' holiday rising to 25 days, private medical insurance for you and your family, and life insurance. Join a dynamic team in the fast-paced world of cyber security.

Benefits

23 days' holiday + public holidays

Private medical insurance for family

Life insurance of 4 times base salary

Cycle to work scheme

Qualifications

• Ability to work with data and analytical tools.
• Understanding of networking and cyber security technologies (desirable).
• Experience with support and incident response procedures (advantageous).

Responsibilities

• Responding to support requests via the Customer Portal.
• Explaining software features to customers.
• Ensuring customer deployments run smoothly.
• Acting as a liaison between customers and development team.
• Supporting technical aspects of deployments.
• Participating in on-call weekend shifts.

Skills

Analytical skills

Excellent verbal communication

Excellent written communication

Technical troubleshooting

Teamwork

Education

Strong mathematical or scientific background

Job description

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.

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

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.

Qualifications

• A proven ability to work with data and analytical tools
• Excellent verbal and written communication skills
• Understanding of networking and cyber security technologies (desirable but not essential)
• Experience with support and incident response procedures (advantageous)
• Tenacious, driven, and ambitious mindset

A strong mathematical or scientific background is essential. 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.

Company Overview

Darktrace is a global leader in AI for cybersecurity that keeps organizations ahead of the changing threat landscape every day. Founded in 2013, Darktrace provides the essential cybersecurity platform protecting nearly 10,000 organizations from unknown threats using its proprietary AI. The Darktrace Active AI Security Platform delivers a proactive approach to cyber resilience to secure the business across the entire digital estate— from network to cloud to email. Breakthrough innovations from our R&D teams have resulted in over 200 patent applications filed. Darktrace's platform and services are supported by over 2,400 employees around the world. To learn more, visit http://www.darktrace.com.

Benefits

• 23 days' holiday + all public holidays, rising to 25 days after 2 years of service
• Additional day off for your birthday
• Private medical insurance which covers you, your cohabiting partner and children
• Life insurance of 4 times your base salary
• Salary sacrifice pension scheme
• Enhanced family leave
• Confidential Employee Assistance Program
• Cycle to work scheme