Advanced Support Technician at KnowBe4

Clearwater, Florida, United States -

Full Time

Start Date

Immediate

Expiry Date

20 Jan, 26

Salary

0.0

Posted On

22 Oct, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Troubleshooting, Customer Support, Documentation, Collaboration, Time Management, Problem Solving, Communication, IT Security, Firewall Protocols, Email Protocols, Training, Customer Engagement, Feedback, Analysis, Teamwork, Integrity

Industry

Computer and Network Security

Description

About KnowBe4 Join the cybersecurity company that puts security first; literally and without compromise. At KnowBe4, our AI-driven Human Risk Management platform empowers over 70,000 organizations worldwide to strengthen their security culture and transform their workforce from their biggest vulnerability into their strongest security asset. As the undisputed industry standard with unusually high customer retention rates and recognition as a Leader by G2 and TrustRadius, we're not just providing security awareness training - we're redefining what it means to be a trusted security partner in an increasingly complex threat landscape. Our team values radical transparency, extreme ownership, and continuous professional development in a welcoming workplace that encourages all employees to be themselves. Whether working remotely or in-person, we strive to make every day fun and engaging; from team lunches to trivia competitions to local outings, there is always something exciting happening at KnowBe4. Clearwater positions open to candidates located in greater Tampa Bay area. The Advanced Support Tech position will work alongside the Customer Success Managers and Sales Representatives to provide customer support for software issues and technical issue resolution. This position will also assist the organization’s customers and/or end-users with troubleshooting issues related to onboarding, the use of the platform and other general KMSAT console problems. This position will be second in line to resolve escalated help-desk tickets that are generally more complex and require more time to resolve than Core Support Techs. Responsibilities: Consult with the organization’s customers or end-users regarding the implementation and configuration of KMSAT console to modify it to suit the customer’s needs Resolve customer inquiries by using the tools provided to service the customer quickly, efficiently and thoroughly Document problems accurately and succinctly in the appropriate support tools provided. Work in conjunction with the Product team to provide feedback or other information needed to enhance KMSAT console Communicate directly with clients or end-users to gather details as needed to fully define issues or new requirements Work collaboratively with CSM team to quickly resolve customer’s issues Investigate and document technical issues and communicate any trends or patterns to the Research & Development team Monitor the ticketing queue to prioritize, allocate and ensure timely resolution of issue reports and change requests heavily focused on the KMSAT console Apply troubleshooting and problem-solving skills to guide and assist the end-user community on issues related to design, development and deployment of the KMSAT console Investigate and document issue reports and communicate findings to development team or clients as required Present technical walkthroughs to customers Work with the sales reps and CSMs to give demonstrations of the KMSAT console to the customers and/or end-users Attend prospect and customer meetings, supporting the KMSAT sales teams as the KMSAT subject matter expert Discuss best practices on how to use the KMSAT console to customers and/or end-users Provide training to other team members on the KMSAT console 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 Two-year degree 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 Our Fantastic Benefits We offer company-wide bonuses based on monthly sales targets, employee referral bonuses, adoption assistance, tuition reimbursement, certification reimbursement, certification completion bonuses, and a relaxed dress code - all in a modern, high-tech, and fun work environment. For more details about our benefits in each office location, please visit www.knowbe4.com/careers/benefits. 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.

Responsibilities

The Advanced Support Technician will provide customer support for software issues and assist customers with troubleshooting related to onboarding and platform use. This role will also resolve escalated help-desk tickets that are more complex and require additional time to resolve.