Technical Support Engineer

Darktrace is seeking a Technical Support Engineer to join their Customer Support team in Los Angeles. Darktrace is a global leader in cyber security AI, delivering complete AI-powered solutions. The ideal candidate will be a bright, technically minded individual with patience, discipline, and the ability to react quickly and calmly. This is a hybrid role that involves front-line support, responding to customer queries, and ensuring the software operates as expected. The Technical Support Engineer will interact directly with both customers and the software development team to troubleshoot and resolve technical issues. Extensive training and support will be provided.

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 the product is running smoothly and efficiently for clients
• 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.

Requirements:

• Proven ability to work with data and analytical tools.
• Excellent interpersonal/communication skills, both verbal and written.
• An understanding of general networking and technologies is desirable but not essential.
• Experience of (technical) customer support and incident response procedures and practices is an advantage.
• Tenacious, driven & ambitious.

Darktrace offers:

• 100% medical, dental and vision insurance, plus dependents
• Paid parental leave
• Pet insurance
• Life insurance
• Commuter benefits
• 401(k)
• 20 days PTO plus your Birthday
• 10 paid Holidays