Customer Support Engineer (Japanese Speaker)

Description:

Darktrace

At Darktrace, our work is meaningful: to free the world of cyber disruption.

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 8,400 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 Cambridge, UK, has conducted research establishing new thresholds in cyber security, with technology innovations backed by over 130 patents and pending applications. The company’s European R&D center is located in The Hague, Netherlands.

More about the role: We are seeking a dedicated professional to join our team. Key responsibilities include:

• Responding to support requests in the Darktrace Customer Portal
• Explaining software features to help customers maximize the platform's potential
• Ensuring smooth and efficient customer deployments.

In this role, you would be liaising between the development team and the customers to resolve issues, while supporting the Cyber Technology Specialist team around technical deployment aspects. Candidate Requirements:

• Proven ability to work with data and analytical tools (Essential)
• Excellent interpersonal/communication skills in both English and Japanese, both verbal and written (Essential)
• Tenacious, driven & ambitious (Essential)
• Able to work weekends/Public Holidays (Essential)
• An understanding of general networking and cyber security technologies (Desirable)
• Experience of support and incident response procedures and practices is an advantage (Desirable)
• No prior knowledge is required, but an interest in the field and willingness to learn is essential.
• Given our tremendous growth this is a fast-paced role, need to make sure you're an organised, pro-active individual who is adaptable to change and comfortable wearing multiple hats.

• Customer Advocacy and Feedback

  Advocate for customers by providing feedback to internal teams on how to better meet customer needs

• Customer Query Handling

  Serve as the subject matter expert for the product/service, address customer questions and facilitate requests that need to be actioned by internal teams

• Technical Incident Resolution

  Analyze and resolve technical and functional product issues for internal and external customers

• Collaboration

  Works with others by being open, clear in communication and listening to achieve goals

• Service orientation

  Actively seeks and develops strategies to help key stakeholders

• Problem solving

  Identifies problems and develops logical solutions that address the problems