Technical Support Engineer

Darktrace; New York (NY); On-site; USD 65,000 - 75,000; Full time

Benefits offered by this job

Health benefits

Parental leave

Pet insurance

Life insurance

Commuter benefits

401(k) plan

Employee Assistance Program

Job summary

Darktrace is a global leader in AI-driven cybersecurity solutions, committed to helping organizations stay ahead of evolving threats. This role supports customers by learning our products, resolving issues, and collaborating with software developers to improve performance.

As a Technical Support Engineer, you’ll answer portal requests, explain features, and ensure deployments run smoothly. Training is provided, and you will work in a fast-paced, customer-focused environment in New York.

Qualifications

• Strong customer service skills and solid communication abilities.
• Ability to troubleshoot and solve problems with prioritization and time management.
• Experience with data and analytical tools.
• Understanding of networking and cyber security is desirable.
• Experience with support and incident response procedures is a plus.

Responsibilities

• Responding to requests for support raised in the Darktrace Customer Portal.
• Explaining features of the software and helping customers 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 Customer Facing teams with technical aspects of deployments.
• Participate in on-call weekend shifts as needed to ensure 24/7 coverage.

Skills

Troubleshooting

Customer service

Communication

Time management

Analytical thinking

Data analytics

Networking basics

Cybersecurity concepts

Incident response

Team collaboration

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:

This role requires patience and discipline with the ability to react quickly and calmly. Works towards an in-depth knowledge of our products to provide effective support to customer queries. Interacts directly with both customers and the software development team to provide insights on customer needs and product performance. No prior knowledge is required, but an interest in the field and willingness to learn is essential. Extensive training and support is provided to develop in the role. Supports our customers and product in thein the dynamic and exciting industry of cyber security. Given our tremendous growth this is a fast-paced role, therefore the individual is organized, pro-active and adaptable to change and comfortable wearing multiple hats.

Key Duties & 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 Customer Facing teams with technical aspects of deployments


• Participate in on-call weekend shifts as needed to ensure 24/7 coverage

Qualifications & Experience

• This role requires technical proficiency in troubleshooting and problem solving, along with strong customer service skills. Demonstrates effective communication and team working while managing tasks with prioritization, attention to detail, analytical thinking, and time management to meet deadlines.


• Additionally, the Technical Support Engineer takes ownership of their performance with guidance, contribute to team objectives, and align their work with strategic goals.


• 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

Compensation:

We are excited to offer a competitive base salary of $65,000-$75,000. The final offer will be determined based on experience and location.

Benefits:

• 100% medical, dental and vision insurance, plus dependents


• Paid parental leave


• Pet insurance Discount


• Life insurance


• Commuter benefits


• 401(k)


• Employee Assistance Program

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.

Employment with Darktrace is at-will, meaning either the employee or Darktrace may terminate the employment relationship at any time, with or without cause or notice, except where prohibited by law or governed by a separate written agreement.