Technical Support Engineer

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

• 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
• Takes ownership of their performance with guidance, contributes to team objectives, and aligns 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

Pay

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