At a Glance
- Tasks: Resolve complex technical issues and assist with advanced support for our ECS products.
- Company: Join KnowBe4, a leader in digital workforce security with a fun, modern culture.
- Benefits: Enjoy bonuses, tuition reimbursement, and a vibrant work environment.
- Other info: Dynamic team with opportunities for professional growth and knowledge sharing.
- Why this job: Make a real impact by securing the digital world while growing your tech skills.
- Qualifications: 1+ year in IT security, strong troubleshooting skills, and excellent communication.
The predicted salary is between 63000 - 77000 $ per year.
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 (ECS Specialist) is primarily responsible for handling complex, escalated technical issues related to KnowBe4 Email and Collaboration Security (ECS) product lines across all customer types. This role focuses on assisting Core Support Technicians with challenging technical questions and issues related to our ECS Product line and managing challenging inquiries that require advanced technical expertise. While the role maintains a dedicated focus on ECS, the Specialist must be able to flex into and support the broader KSAT support volume/queue as business needs require, ensuring continuity of service during periods of high demand or staffing gaps.
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 across both ECS and general KSAT queues as needed.
Responsibilities:
- Resolve complex, escalated customer inquiries related to KnowBe4 ECS products efficiently and thoroughly.
- Assist Core Support Technicians with challenging technical questions and issues related to our ECS Product line.
- Handle and assist with non-ECS related tickets when necessary.
- 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.
Advanced Support Technician – Melbourne employer: KnowBe4
At KnowBe4, we pride ourselves on being an exceptional employer, offering a dynamic and innovative work environment in Melbourne, Victoria. Our commitment to employee growth is evident through comprehensive training programs, tuition reimbursement, and a culture that encourages collaboration and knowledge sharing. With competitive benefits including company-wide bonuses and a focus on work-life balance, we empower our team to thrive while making a meaningful impact in the field of digital workforce security.
