Customer Support Engineer

Founded by mathematicians and cyber defense experts in 2013, Darktrace is a global leader in cyber security AI, delivering complete AI-powered solutions in its mission to free the world of cyber disruption. We protect more than 9,000 customers from the world’s most complex threats, including ransomware, cloud, and SaaS attacks.

Our roots lie deep in innovation. The Darktrace AI Research Centre based in our Cambridge, UK headquarters, has conducted research establishing new thresholds in cyber security, with technology innovations backed by over 130 patents and pending applications.

For more information on our cutting-edge technology, visit darktrace.com.

We are looking for a bright, technically minded individual to join our Customer Support team based in Australia(Sydney). This role requires patience and discipline with the ability to react quickly and calmly.

Why apply?

• You will be in the front-line of support, responding to and reporting on critical customer events.
• You will interact directly with both customers and the software development team.
• You'll be given extensive training and support as you develop in the role.
• This role offers candidates with strong mathematical and scientific backgrounds the opportunity to commence a career in the dynamic and exciting industry of cyber security.
• Be part of a fast growing, leading cyber security AI vendor
• This role also offers hybrid working.

More about the role:

We are seeking a dedicated professional to join our team. Key responsibilities include:

• Responding to support requests in the Darktrace Customer Portal
• Explaining software features to help customers maximize the platform's potential
• Ensuring smooth and efficient customer deployments.

In this role, you would be liaising between the development team and the customers to resolve issues, while supporting the Cyber Technology Specialist team around technical deployment aspects.

Candidate Requirements:

• Proven ability to work with data and analytical tools (Essential)
• Excellent interpersonal/communication skills in both English and Japanese, both verbal and written (Essential)
• Tenacious, driven & ambitious (Essential)
• Able to work weekends/Public Holidays (Essential)
• An understanding of general networking and cyber security technologies (Desirable)
• Experience of support and incident response procedures and practices is an advantage (Desirable)
• No prior knowledge is required, but an interest in the field and willingness to learn is essential.
• Given our tremendous growth this is a fast-paced role, need to make sure you're an organised, pro-active individual who is adaptable to change and comfortable wearing multiple hats.