Customer Success Engineer

Darktrace; Johannesburg; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading cybersecurity firm is looking for a Customer Success Engineer in Johannesburg to support the adoption of their AI-driven security platform. You will engage with customers to provide effective technical solutions and guide them in cybersecurity priorities. The ideal candidate should have 2+ years in a relevant role, expertise in cloud networking, and experience in the cybersecurity industry. Benefits include generous holiday entitlement and comprehensive medical coverage.

Benefits

23 days' holiday + public holidays

Additional day off for your birthday

Medical insurance

Life insurance

Employee Assistance Program

Qualifications

• 2+ years of experience in a relevant role within the cybersecurity industry.
• Strong knowledge of on-premise and cloud networking.
• Experience in Email Security or Incident Response is preferred.

Responsibilities

• Support the adoption of the Darktrace platform within the customer environment.
• Conduct deployment discovery and architecture design reviews.
• Engage with the evolving cybersecurity landscape.

Skills

Customer Success Engineering

Technical Account Management

On-premise and cloud networking

Building business relationships

Consultative skills

Tools

AWS

Azure

GCP

Job description

Overview

Darktrace is a global leader in AI for cybersecurity that keeps organizations ahead of the changing threat landscape every day.

Founded in , Darktrace provides the essential cybersecurity platform protecting nearly 10, organizations from unknown threats using its proprietary AI. The Darktrace Active AI Security PlatformTM 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 patent applications filed.

Darktrace's platform and services are supported by over 2, employees around the world.

To learn more, visit DescriptionThe Customer Success Engineer (CSE) is a member of the Customer Experience (CX) team at Darktrace.

The CSE team is focused on providing existing Darktrace customers with technical product solutions.

Responsibilities

• Support the adoption of the Darktrace platform and services within the customer environment
• Provide deployment health and value interventions
• Identify additional or new use cases for Darktrace usage within the customer environment, among other value-adding endeavors

Key Responsibilities

• Develop and maintain excellent, hands‑on knowledge of the Darktrace solution, with the expectations of self‑sufficiency and proficiency across all coverage areas of the Darktrace platform
• Conduct deployment discovery and architecture design reviews for existing customers to ensure maximum value delivery across Network, Email, and Cloud deployments
• Work towards and maintain relevant Darktrace certifications
• Have and use industry knowledge and experience to provide consultative guidance to customers on cybersecurity priorities and initiatives
• Understand and engage with the evolving cybersecurity landscape, and work towards / maintain relevant external certifications on this knowledge as relevant
• Work with customers to learn their priorities and map to technical solutions
• Develop and refine discovery techniques to work with customer contacts of various personas, from IT, Cloud, and Security administrators to C‑Suite executives
• Document and utilize the value statements and needs of Darktrace customers
• Have a mindset of taking ownership over your quota number and KPIs to improve customer deployments and value delivery, and ultimately retention and expansion
• Work with customers, peers, and stakeholders efficiently and reliably
• Utilize strong, respectful communication to form productive relationships with customers, partners, peers, and cross‑functional internal teams
• Demonstrate confident presentation skills
• Maintain organized and timely documentation, account administration, and updates of internal systems
• Be mentored by and in turn provide mentorship to members of the CSE team on areas of particular expertise

Qualifications

• 2+ years of experience in a relevant role, ideally with the cybersecurity industry (i.e. Customer Success Engineering, Technical Account Management, etc.)
• Strong knowledge of both on‑premise and cloud networking (AWS, Azure, GCP)
• Experience within the cyber security industry preferred
• Additional experience in one or more of the following areas also preferred: Email Security; Incident Response; Cloud Security Architecture
• Confident, polished communicator with a proven ability to build lasting, critical business relationships

Benefits

• 23 days' holiday + all national public holidays
• Additional day off for your birthday
• Medical insurance
• Life insurance
• Employee Assistance Program