RESPOND Support Engineer

darktrace; Cambridge; On-site; GBP 26,000 - 38,000; Full time

Benefits offered by this job

23 days holiday

Birthday leave

Private medical insurance

Life insurance

Salary sacrifice pension

Family leave

Employee assistance program

Cycle to work

Job summary

Darktrace is seeking a Customer Support Engineer to ensure 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 with customers and our software development team.

No prior experience required; training provided. A strong mathematical or scientific background is essential, and you will work in the fast-paced cybersecurity industry with a proactive mindset.

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.

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.

Skills

Data analysis

Communication

Networking knowledge

Incident response

Drive

Education

Mathematics or science background

Job description

Darktrace is a global leader in AI-driven cybersecurity, helping organizations stay ahead of evolving threats every day.

Darktrace was built on a genuinely differentiated idea: that Adaptive AI could detect and respond to novel, real-time cyber threats. That approach matters more than ever in the era of AI. Today, our customers depend on us to stay ahead.

At Darktrace, we are energized by that responsibility. We work across teams and rally around a shared goal. We own outcomes end to end - step in, step up and see things through without waiting to be asked. We make decisions with urgency, say the hard thing, and hold each other to high standards with care and directness. We move first and learn fast anticipating where our customers are going next, continuously challenging ourselves.

We invest in the skills, learning and opportunities that help people deliver at the level their roles demand, and reward the aptitude and curiosity to grow beyond them.

Our Values: Own It | Win as One | Raise Our Bar | Move First. Learn Fast

Job D escription :

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.

What will I be doing:

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.

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.

What experience do I need:

• 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.

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.

As a growing business strengthening its governance and controls, this role plays a part in supporting high standards of integrity and accountability.

Darktrace is an Equal Opportunity Employer. We consider all qualified applicants for employment without regard to race, color, religion, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, veteran or military status, or any other characteristic protected by applicable federal, state, or local law.

Darktrace is committed to providing reasonable accommodations to qualified individuals with disabilities in accordance with applicable laws. If you require a reasonable accommodation to participate in the application or interview process, please contact your Talent Partner.