Customer Support Manager (EMEA)

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 looking for a dynamic and experienced Customer Support Manager to lead our EMEA team in delivering high-quality technical support. You’ll work closely with global Customer Support Managers to drive excellence, efficiency, and scalability across the function. This is a key leadership role with a strong focus on team development, performance, and cross-functional collaboration.

This is a hybrid position working 2/3 days a week from our Cambridge Office.

What will I be doing:

• Leading, mentoring, and developing a regional team of around 20 technical support professionals.

• Managing day-to-day operations, ensuring delivery against performance targets and KPIs.

• Identifying development needs and implementing corrective actions to drive continuous improvement.

• Driving operational efficiency and embedding scalable processes and change initiatives.

• Collaborating with global support teams and cross-functional departments (e.g., Development, Customer Success and Professional Services).

• Applying technical expertise to resolve complex customer issues and elevate support standards.

What experience do I need:

• Proven experience in Customer Support or Product roles within a high-tech or SaaS environment.

• Demonstrated success in leading and developing high-performing teams.

• Strong technical knowledge, including security frameworks, network infrastructure, and threat landscapes.

• Ability to manage performance, drive change, and implement scalable support processes.

• Excellent communication and collaboration skills, with a track record of cross-functional teamwork.

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.