Cyber Support Engineer



Customer Service
Posted on Monday, January 29, 2024

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 8,400 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 Cambridge, UK, has conducted research establishing new thresholds in cyber security, with technology innovations backed by over 130 patents and pending applications. The company’s European R&D center is located in The Hague, Netherlands.

Headquartered in Cambridge, UK, Darktrace has more than 2,400 employees located globally. Customers include public sector agencies, education institutions, media, organizations supplying critical infrastructure, and businesses of all sizes worldwide.

This is an excellent opportunity to join a fast-growing company, named one of TIME magazine’s “Most Influential Companies” for 2021 and one of Fast Company’s “Most Innovative AI Companies” in 2022. For more information on our cutting-edge technology, visit

The role:

Based in one of our Cyber Defence Operations Centres, you will be in the front-line of support, responding to and reporting on critical customer events.

In this busy role you will interact directly with both customers and the software development team. No prior knowledge is required, you could be a recent graduate, but an interest in the field and willingness to learn is essential and, you'll also have high levels of patience with the ability to react quickly and calmly.

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:

  • 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 customer deployments are running smoothly and efficiently
  • Liaising between the development team and customers when issues arise
  • Supporting 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 any relevant certifications
  • Professional proficiency in written and spoken English
  • 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

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