Cyber 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.

The role:

As the frontline of support, you'll be responding to, and reporting on, critical customer events working with a close and friendly global team. The position will involve interacting directly with both customers and the software development team. 

You'll be supporting a range of Korean customers, including both strategic and enterprise level accounts. You'll use your calm approach to quickly find solutions to customer issues. 

The individual ideally needs to be an experienced support engineer, or experienced in a related area such as networking. This is an excellent opportunity to start or further your career within cyber security, learning quickly to further your skills and knowledge.

Key responsibilities of the role:

Day-to-day you'll be responding to requests for support raised in the Darktrace Customer Portal, supporting Strategic and Enterprise customers based in Korea, and providing on-site support where required. Full training will be given and will continue as your work in your role. You'll use your cyber expertise to:

• Explain features of the software and helping customers to get the most out of the platform
• Ensure customer deployments are running smoothly and efficiently
• Liaise between the development team and customers when issues arise
• Support the Cyber Technologist team with technical aspects of deployments

For this role you need to be tenacious, driven and have the following skill set:

• A scientific, computer science or engineering degree, or equivalent high school education and work experience,
• Professional proficiency in written and spoken English and Korean, as you'll be engaged in working with Korean partners,
• Proven ability to work with data and analytical tools,
• Excellent interpersonal and communication skills, both verbal and written
• A strong understanding of general networking and cyber security technologies is required
• Experience of support and incident response procedures and practices is an advantage

Note: Due to the nature of the work we do, this role also requires some out of hours on-call and shift working.

LI-Hybrid