Advanced Support Technician – Melbourne

KnowBe4 empowers the modern workforce to make smarter security decisions every day. Trusted by more than 70,000 organizations worldwide, KnowBe4 is the pioneer of digital workforce security, securing both AI agents and humans. The KnowBe4 Platform provides attack simulation and training, collaboration security, and agent security powered by AIDA (Artificial Intelligence Defense Agents) and a proprietary Risk Score. The platform leverages 15 years of behavioral data to combat advanced threats including social engineering, prompt injection, and shadow AI. By securing humans and agents, KnowBe4 leads the industry in workforce trust and defense.

The Advanced Support Technician is responsible for handling complex, escalated technical issues related to KnowBe4 products across all customer types. This role focuses on assisting Core Support Technicians and managing challenging inquiries that require advanced technical expertise. The ideal candidate will excel in providing detailed technical support, resolving intricate product-related issues, and contributing to product improvement through comprehensive bug reporting. They will also play a key role in knowledge sharing and training team members on advanced product features, ensuring the support team's overall expertise continually evolves. This position requires in-depth product knowledge, superior problem-solving skills, and the ability to manage complex support scenarios effectively.

Responsibilities:

• Resolve complex, escalated customer inquiries related to KnowBe4 products efficiently and thoroughly
• Assist Core Support Technicians with challenging technical questions and issues
• Handle escalated support tickets for all customer types, including Enterprise and Strategic customers
• Document technical issues accurately and provide detailed solutions in support tools
• Apply advanced troubleshooting skills to resolve intricate product-related issues
• Write comprehensive bug reports for the Engineering team to facilitate issue resolution
• Develop and deliver training sessions on advanced product features for team members
• Contribute to the development of advanced support documentation and knowledge base articles
• Manage and prioritize escalated tickets in the support queue
• Work closely with Customer Success Managers to address complex customer problems
• Continuously expand product knowledge to maintain expertise on all KnowBe4 offerings

Qualifications:

• Familiarity with standard concepts, practices and procedures within the IT Security Field
• Minimum of 1 year experience in similar or related position
• Familiarity with firewall and email protocols is preferred
• Excellent verbal and written communications
• Highly organized and result-oriented
• Excellent time management and organization skills
• Can demonstrate technical troubleshooting and analysis ability
• Can demonstrate integrity, accountability, respect and commitment
• Strong collaborative and teamwork skills
• Must be able to work with minimal supervision

We offer company-wide bonuses based on monthly sales targets, employee referral bonuses, adoption assistance, tuition reimbursement, certification reimbursement, and certification completion bonuses - all in a modern, high-tech, and fun work environment.

Note: An applicant assessment and background check may be part of your hiring procedure.

Individuals seeking employment at KnowBe4 are considered without prejudice to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation or any other characteristic protected under applicable federal, state, or local law.

If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please visit www.knowbe4.com/careers/request-accommodation.

No recruitment agencies, please.