Technical Support Engineer

Darktrace•Los Angeles, CA

1d•$65,000 - $75,000•Hybrid

About The Position

We are looking for a bright, technically minded individual to join our Customer Support team. This role requires patience and discipline with the ability to react quickly and calmly. You will be in the front-line of support, responding to customer queries and ensuring our software operates as expected. You will interact directly with both customers and the software development team to troubleshoot and resolve technical issues. No prior knowledge is required, but an interest in technical support and willingness to learn is essential. You'll be given extensive training and support as you develop in the role. This role offers candidates with strong mathematical and scientific backgrounds the opportunity to support our customer and product in the dynamic and exciting industry of cyber security. Given our tremendous growth this is a fast-paced role, so you need to make sure you're an organized, pro-active individual who is adaptable to change and comfortable wearing multiple hats. Please note this role is hybrid.

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.

Nice To Haves

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.

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 our product is running smoothly and efficiently for our clients
Liaising between the development team and customers when issues arise
Supporting our Customer Facing teams with technical aspects of deployments
Participate in on-call weekend shifts as needed to ensure 24/7 coverage.