1st Line Support Engineer



Customer Service
San Francisco, CA, USA
Posted on Saturday, July 6, 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 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.

Job Summary

We are looking to expand our San Francisco based 1st line support team with a bright and articulate IT Support Engineers. You will be joining a dynamic team, dedicated to rapidly building a world-class cyber security AI company.

This role offers a chance to work with, train, and develop your skills in a variety of systems; Windows, Mac, iOS, Windows Server and more - across a variety of devices and platforms; whilst focusing on staff progression.

Location: San Francisco - Hybrid, at least two days per week in office.

Key Duties & Responsibilities

  • Provide first line support for the global offices in the most efficient and friendly manner possible. Collaborate with all other teams across the globe to ensure that world class support and service is delivered.
  • Resolve technical issues via the ticketing system, telephone, email and remote support. Ensure that troubleshooting is done for issues that continue to occur and resolve.
  • Install, modify, configure, troubleshoot, and update computer and mobile phone hardware and software, including OS, independently.
  • Ensure that Service Level Agreements are met and that proactive updates are given to end users on the status of their requests.
  • Handling shipping requests made by the IT department, including organizing shipping of hardware for new hires, and liaising with ex-staff to ensure the return of all Company Assets to main HQ locations.
  • Maintain an inventory for company IT assets. Keep track of stock levels and order hardware for storage. Ensure that the internal asset register is monitored and updated the with the status of devices both inbound and outgoing.
  • Provide assistance with new hire on-boardings and ensure that all new members of staff are comfortable with the tools and equipment provided to them. Check that shipped devices are correctly built prior to shipping.
  • Contribute to effective staff exists and ensure that the exit process is followed.
  • Manage the administration of Active Directory / Microsoft Exchange.
  • Customer satisfaction is critical to this role and engineers should ensure that Darktrace’s high standards of service delivery are met.
  • Research and create technical procedures training manuals and train computer users.

Qualifications & Experience

  • Have a background in customer service and have excellent oral and written communication skills.
  • Have strong organizational skills.
  • Have 1-2 years’ experience in 1st Line Support.
  • Have a CompTIA A+, CCNA, ITIL Foundation 4 or equivalent professional certification (preferred).
  • Be able to work as part of a team and independently.
  • Be familiar with MacOS & Windows devices.
  • Have a strong attention to detail.
  • Think outside the box to deliver only the best solutions in an efficient and effective way.
  • Provide a service the business can be proud of.
  • Be consistent.
  • Security first, always.
  • Be outstanding in all IT support.


  • 100% medical, dental and vision insurance, plus 100% for dependents
  • Paid parental leave
  • Pet insurance
  • Life insurance
  • Commuter benefits
  • 401(k)