Customer Success Engineer

3 weeks ago

City of Johannesburg Metropolitan Municipality, South Africa Darktrace Full time

Darktrace – City of Johannesburg, Gauteng, South Africa Darktrace is a global leader in AI for cybersecurity. Founded in 2013, the company protects nearly 10,000 organizations from unknown threats with its proprietary AI‑powered platform. The Darktrace Active AI Security Platform™ delivers a proactive approach to cyber resilience across the entire digital estate – from network to cloud to email. Job Description The Customer Success Engineer (CSE) is a member of the Customer Experience (CX) team at Darktrace. The CSE team focuses on providing existing Darktrace customers with technical product solutions, supporting the adoption of the platform and services, ensuring deployment health, delivering value, and identifying new use cases within customer environments. Darktrace is expanding the CSE team to accommodate a rapidly growing customer base. This dynamic, customer‑focused technical management role requires thorough knowledge of cybersecurity, the Darktrace product suite, and excellent communication and collaboration skills. The CSE works closely with Customer Success Managers, Renewals Managers, Analysts, Operations Engineers, and Sales members to meet customer needs and sustain renewal and growth. What will I be doing Act as a Darktrace and security expert and consultant to customers. Develop and maintain excellent, hands‑on knowledge of the Darktrace solution, achieving self‑sufficiency across all areas of the platform. Conduct deployment discovery and architecture design reviews to ensure maximum value delivery across Network, Email, and Cloud deployments. Work toward and maintain relevant Darktrace certifications. Use industry knowledge to provide consultative guidance to customers on cybersecurity priorities and initiatives. Understand and engage with the evolving cybersecurity landscape and maintain relevant external certifications as needed. Work with customers to learn their priorities and map them to technical solutions. Develop discovery techniques for various personas from IT to C‑Suite. Document and utilize value statements and needs of Darktrace customers. Take ownership of quota, KPIs, and improve customer deployments and value delivery to increase retention and expansion. Utilize strong, respectful communication to form productive relationships with customers, partners, peers, and cross‑functional teams. Demonstrate confident presentation skills. Maintain organized and timely documentation, account administration, and system updates. Mentor colleagues on areas of expertise. What experience do I need 2+ years in a relevant role, ideally within the cybersecurity industry (e.g., Customer Success Engineering, Technical Account Management). Strong knowledge of on‑premise and cloud networking (AWS, Azure, GCP). Experience within the cyber‑security industry preferred. Additional experience in Email Security, Incident Response, or Cloud Security Architecture preferred. Confident, polished communicator capable of building lasting business relationships. Benefits 23 days’ holiday plus all national public holidays. Additional day off for your birthday. Medical insurance. Life insurance. Employee Assistance Program. #J-18808-Ljbffr

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