Cyber Support Engineer

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. That approach matters more than ever in the era of AI.  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:

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.
• 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
• Proactively initiating and joining client calls to resolve issues
• Manning the support line during shifts
• Explaining software features to help customers maximize the platform's potential
• Ensuring smooth and efficient customer deployments.
• Assisting our Japanese clients with Post sales queries and issue resolutions

In this role, you would be liaising between the development team and the customers to resolve issues, while supporting the technical cross-functional teams around technical deployment aspects.

What we are looking for:

• Ability to work both independently and as a team in triaging and diagnosing issues (Essential)
• Business Literacy of the Japanese Language (Essential)
• Good understanding of Japanese work culture
• 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.

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.