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:
We’re hiring an accomplished Customer Support Manager to lead and elevate our EMEA support organisation. Reporting directly to the VP of Global Customer Support & Operations, this is a high‑impact leadership role where you’ll shape how we deliver world‑class technical support at scale, while coaching and inspiring a talented regional team.
Working closely with global peers and senior stakeholders across the business, you’ll play a pivotal role in driving operational excellence, continuous improvement, and an outstanding customer experience.
Hybrid - Cambridge (2–3 days per week in office)
What you’ll be doing
Lead, coach, and inspire a high‑performing team of ~20 technical support professionals, fostering growth, engagement, and excellence.
Own regional support operations, ensuring consistent delivery against KPIs, SLAs, and customer satisfaction goals.
Develop talent and performance, identifying growth opportunities and implementing targeted development and improvement plans.
Drive efficiency and scale, embedding robust, repeatable processes and leading change initiatives aligned to global strategy.
Partner closely with the VP of Global Customer Support & Operations, contributing to global planning, priorities, and long‑term support strategy.
Collaborate globally, working with Product Development, Customer Success, and Professional Services to resolve customer challenges and influence product outcomes.
Act as a senior technical escalation point, applying your expertise to solve complex issues and continuously raise support standards.
What you’ll bring
Proven experience in Customer Support leadership or senior Product/Technical roles within a high‑tech or SaaS environment.
A strong track record of building, leading, and developing high‑performing teams in a regional or global context.
Solid technical grounding across areas such as security frameworks, network infrastructure, and modern threat landscapes.
Experience driving change, managing performance, and implementing scalable support processes.
Excellent communication and stakeholder‑management skills, with confidence operating at senior‑leader level.
Benefits:
23 days’ holiday + all public holidays, rising to 25 days after 2 years of service,
Additional day off for your birthday,
Private medical insurance which covers you, your cohabiting partner and children,
Life insurance of 4 times your base salary,
Salary sacrifice pension scheme,
Enhanced family leave,
Confidential Employee Assistance Program,
Cycle to work scheme.
Darktrace London, England Office
80 Strand, London, United Kingdom, WC2R 0BP
