Technical Support Engineer
About The Position
This role requires patience and discipline with the ability to react quickly and calmly. Works towards an in-depth knowledge of our products to provide effective support to customer queries. Interacts directly with both customers and the software development team to provide insights on customer needs and product performance. No prior knowledge is required, but an interest in the field and willingness to learn is essential. Extensive training and support is provided to develop in the role. Supports our customers and product in the in the dynamic and exciting industry of cyber security. Given our tremendous growth this is a fast-paced role, therefore the individual is organized, pro-active and adaptable to change and comfortable wearing multiple hats.
Requirements
- Technical proficiency in troubleshooting and problem solving, along with strong customer service skills.
- Effective communication and team working while managing tasks with prioritization, attention to detail, analytical thinking, and time management to meet deadlines.
- Takes ownership of their performance with guidance, contribute to team objectives, and align their work with strategic goals.
- Proven ability to work with data and analytical tools.
- Excellent interpersonal/communication skills, both verbal and written.
Nice To Haves
- 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
- Tenacious, driven & ambitious
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 customers’ deployments are running smoothly and efficiently
- 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
Benefits
- 100% medical, dental and vision insurance, plus dependents
- Paid parental leave
- Pet insurance
- Discount Life insurance
- Commuter benefits
- 401(k)
- Employee Assistance Program
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
