At a Glance
- Tasks: Provide exceptional technical support and collaborate with customers and development teams.
- Company: Join Darktrace, a leader in AI-driven cybersecurity, committed to innovation and teamwork.
- Benefits: Enjoy 23 days holiday, private medical insurance, and a birthday day off.
- Other info: Extensive training provided, with opportunities for growth in a dynamic environment.
- Why this job: Dive into the fast-paced cyber security industry and make a real impact.
- Qualifications: No experience needed, just a passion for technology and strong analytical skills.
The predicted salary is between 63000 - 77000 £ per year.
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. 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
What experience do I need: 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. Additionally, you should be able to demonstrate:
- 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.
RESPOND Support Engineer employer: Darktrace
Darktrace is an exceptional employer, offering a dynamic work environment where innovation thrives and employees are empowered to contribute to cutting-edge AI cybersecurity solutions. With a strong focus on employee well-being, the company provides generous benefits including private medical insurance, enhanced family leave, and a supportive culture that encourages professional growth and collaboration. Located in vibrant London or Cambridge, employees enjoy a hybrid work model that fosters flexibility while being part of a global team dedicated to staying ahead of the evolving threat landscape.
StudySmarter Expert Advice🤫
We think this is how you could land RESPOND Support Engineer
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Darktrace. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Darktrace before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace RESPOND Support Engineer
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Darktrace:Your cover letter is your chance to shine! Tell us why you want to work at Darktrace specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Darktrace!
How to prepare for a job interview at Darktrace
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
