Technical Customer Success

• Act as a Darktrace and security expert and consultant to customers.
• Develop and maintain excellent, hands-on knowledge of the Darktrace solution.
• Conduct deployment discovery and architecture design reviews for existing customers.
• Work towards and maintain relevant Darktrace certifications.
• Provide consultative guidance to customers on cybersecurity priorities.
• Document and utilize the values statements and needs of Darktrace customers.
• 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.

Customer Success Engineer

• Coordinate post-sales deployment programs for a portfolio of enterprise manufacturing customers
• Own operator and site-level adoption: design and deliver training programs for operators, supervisors, and plant managers
• Drive change management at the account level: diagnose why adoption stalls
• Use SQL and scripting to query platform data, validate deployed configurations, build adoption dashboards, and troubleshoot data pipeline and product issues at customer sites
• Track adoption health across your account portfolio using platform data
• Articulate ROI in the customer’s language
• Contribute to expansion cases by identifying and sizing additional sites, lines, and use cases based on proven deployment success
• Close the feedback loop with Product and Engineering by translating field observations and product gaps into structured input that informs roadmap

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Customer Success Engineer

Customer Success Engineer