Technical Customer Support Engineer

Darktrace; Cambridge; On-site; GBP 32,000 - 46,000; Full time

Benefits offered by this job

Private medical insurance

Life insurance

Salary sacrifice pension scheme

Birthday day off

Cycle to work

Job summary

Darktrace is seeking a Customer Support Engineer in Cambridge to join our fast-paced cybersecurity team. You will learn our products, provide effective technical solutions, and collaborate with customers and the software development team to improve product performance.

No prior experience required; a strong math or science background helps. You will engage with data, deploy configurations, and maintain excellent customer service in a security-focused environment.

Qualifications

• Strong data and analytical skills.
• Excellent verbal and written communication.
• Understanding of networking and cyber security is desirable.
• Experience with support and incident response procedures is advantageous.
• Tenacious, driven and ambitious mindset.

Responsibilities

• Respond to support requests via the Darktrace Customer Portal.
• Explain software features and help customers maximise platform value.
• Ensure customer deployments run smoothly and efficiently.
• Act as a liaison between customers and the development team when issues arise.
• Support customer-facing teams with technical aspects of deployments.
• Participate in on-call weekend shifts to maintain 24/7 coverage.

Skills

Data analysis

Communication

Networking basics

Incident response

Tenacious mindset

Tools

Analytical tools

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 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.

What will I be doing:

• 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. 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.

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

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.

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.

Equal Opportunity and Accommodation:

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.