Darktrace is a global leader in AI for cybersecurity that keeps organizations ahead of the changing threat landscape every day. Founded in 2013, Darktrace provides the essential cybersecurity platform protecting nearly 10,000 organizations from unknown threats using its proprietary AI. The Darktrace Active AI Security Platform™ delivers a proactive approach to cyber resilience to secure the business across the entire digital estate – from network to cloud to email. Breakthrough innovations from our R&D teams have resulted in over 200 patent applications filed. Darktrace’s platform and services are supported by over 2,400 employees around the world. To learn more, visit http://www.darktrace.com.

Job Description:

Customer Success Engineer

About the job

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.
The Customer Success Engineer (CSE) is a member of the Customer Experience (CX) team at Darktrace. The CSE team is focused on providing existing Darktrace customers with technical product solutions. Responsibilities in this pursuit range and include supporting the adoption of the Darktrace platform and services within the customer environment; providing deployment health and value interventions; and identifying additional or new use cases for Darktrace usage within the customer environment, among other value-adding endeavors.

Darktrace is currently expanding the CSE team to accommodate a rapidly growing customer base and accelerating revenue. This role is a dynamic and varied customer focused technical management position. This position is a critical customer-facing technical role within the Darktrace CX organization which requires thorough knowledge of cybersecurity and the Darktrace product suite, as well as excellent communication and collaboration skills to work with a variety of customer stakeholders. A CSE will need to liaise internally with Darktrace Customer Success Managers, Renewals Managers, Analysts, Operations Engineers, and Sales members to ensure customer needs are met, and to sustain consistent renewal and growth of customer accounts.

Key Duties & Responsibilities:

Product & Industry Knowledge: Act as a Darktrace and security expert and consultant to customers.

• Develop and maintain excellent, hands-on knowledge of the Darktrace solution, with the expectations of self-sufficiency and proficiency across all coverage areas of the Darktrace platform

• Conduct deployment discovery and architecture design reviews for existing customers to ensure maximum value delivery across Network, Email, and Cloud deployments

• Work towards and maintain relevant Darktrace certifications

• Have and use industry knowledge and experience to provide consultative guidance to customers on cybersecurity priorities and initiatives

• Understand and engage with the evolving cybersecurity landscape, and work towards/ maintain relevant external certifications on this knowledge as relevant

Value Discovery and Delivery, and Strategic Thinking: Work with customers to learn their priorities and map to technical solutions.

• Develop and refine discovery techniques to work with customer contacts of various personas, from IT, Cloud, and Security administrators to C-Suite executives

• Document and utilize the values statements and needs of Darktrace customers

• Have a mindset of taking ownership over your quota number and KPIs to improve customer deployments and value delivery, and ultimately retention and expansion

Communication and Organization: Work with customers, peers, and stakeholders efficiently and reliably

• Utilize strong, respectful communication to form productive relationships with customers, partners, peers, and cross-functional internal teams

• Demonstrate confident presentation skills

• Maintain organized and timely documentation, account administration, and updates of internal systems

• Be mentored by and in turn provide mentorship to members of the CSE team on areas of particular expertise

Qualifications & Experience

• 2+ years of experience in a relevant role, ideally with the cybersecurity industry (i.e: Customer Success Engineering, Technical Account Management, etc)

• Strong knowledge of both on-premise and cloud networking (AWS, Azure, GCP)

• Experience within the cyber security industry preferred

• Additional experience in one or more of the following areas also preferred: Email Security; Incident Response; Cloud Security Architecture

• Confident, polished communicator with a proven ability to build lasting, critical business relationships