Advanced Support Technical Manager @ KnowBe4

INACTIVE

Full-Time

Advanced Support Technical Manager

Posted on 4/3/2024

KnowBe4

1,001-5,000 employees

Security awareness training and simulated phishing platform

Data & Analytics

Cybersecurity

Junior, Mid

Clearwater, FL, USA

Required Skills

Communications

Word/Pages/Docs

Requirements

Experience with Gmail and Google Docs
Experience with MS Office (Word and Excel)
Experience with web browsers (Chrome, Internet Explorer, etc.)
2 year degree preferred
Strong verbal and written communications
Excellent time management and organization skills
Technical capacity
Leadership
Collaborative and team work skills
Problem solving/analysis skills
Customer/client focused

Responsibilities

Provide genuine recommendations as to the hiring, promoting, disciplining, and firing of subordinate employees
Work directly with Advanced Support tech staff and customers to help resolve technical support problems
Ensure processes are being followed in order to reduce support ticket backlog
Provide technical leadership and training for support reps
Receive requests for technical assistance and problem resolution from company employees
Review support ticket quality and ensure ticket handling processes are followed correctly
Collect detailed information to categorize requests in order to determine the method of resolution or escalation
Communicate job expectations to the Advanced Support tech team
Monitor team statistics to acknowledge achievements or to determine areas for improvement
Approve all time off requests
Coach subordinates and provide performance feedback as needed

About KnowBe4

KnowBe4, the provider of the world’s largest security awareness training and simulated phishing platform, is used by tens of thousands of organizations around the globe. KnowBe4 enables organizations to manage the ongoing problem of social engineering by helping them train employees to make smarter security decisions, every day.

Fortune has ranked us as a best place to work for women, for millennials, and in technology for four years in a row! We have been certified as a "Great Place To Work" in 8 countries, plus we’ve earned numerous other prestigious awards, including Glassdoor’s Best Places To Work.

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 Manager is responsible for training and managing the activities of the Advanced Support tech staff. The ideal candidate will ensure departmental processes are followed and company policies are properly enforced.

Responsibilities:

Provide genuine recommendations as to the hiring, promoting, disciplining, and firing of subordinate employees, to which the Company gives significant weight
Work directly with Advanced Support tech staff and customers to help resolve technical support problems
Ensure processes are being followed in order to reduce support ticket backlog
Provide technical leadership and training for support reps
Receive requests for technical assistance and problem resolution from company employees
Review support ticket quality and ensure ticket handling processes are followed correctly
Collect detailed information to categorize requests in order to determine the method of resolution or escalation
Communicate job expectations to the Advanced Support tech team
Monitor team statistics to acknowledge achievements or to determine areas for improvement
Approve all time off requests
Coach subordinates and provide performance feedback as needed

Qualifications

Experience with Gmail and Google Docs
Experience with MS Office (Word and Excel)
Experience with web browsers (Chrome, Internet Explorer, etc.)
2 year degree preferred
Strong verbal and written communications
Excellent time management and organization skills
Technical capacity
Leadership
Collaborative and team work skills
Problem solving/analysis skills
Customer/client focused

Our Fantastic Benefits

We offer company-wide monthly bonuses, employee referral bonuses, 401k matching (US), fully paid medical insurance (US), open/generous paid time off (length varies by country), parental leave (length varies by country), adoption assistance, tuition reimbursement, certification reimbursement, certification completion bonuses, gym benefits, and a relaxed dress code - all in a modern, high-tech, and fun work environment. For more details about our benefits, 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.

KnowBe4

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Website

View Company Profile

KnowBe4 provides a security awareness training and simulated phishing platform to defend against social engineering attacks. The platform is designed for rapid deployment and scalability, catering to businesses of all sizes with a user-friendly and intuitive system.

Company Stage

IPO

Total Funding

$701.6M

Headquarters

Clearwater, Florida

Founded

2010

Growth & Insights

Headcount

6 month growth

↑ 0%

1 year growth

↑ 8%

2 year growth

↑ 28%

Benefits

Financial Security - 3.5% 401k Matching, Company-wide Monthly Bonuses Up To $2,000 A Month, Employee Referral Bonuses, Employee Stock Purchase Program

Health and Wellness - Fully Paid Medical Insurance, Vision and Dental Plans, FSA (Flexible Spending Account), Free Gym Benefits Through Classpass, Virtual Yoga Classes, Free Fresh Fruit Delivered Weekly

Vacation, Time Off and Leave - Open Paid Time Off, National Holidays, Fully Paid Military Leave

Continuing Education - Tuition Reimbursement Up To $5,250 A Year, Certification Completion Bonuses Up To $10,000 A Year

Remote Work Options

Supporting Families - 8-weeks Fully Paid Parental and Adoption Leave, Breast Milk Shipping for Traveling Parents, Adoption Assistance, Fertility Assistance, Knowster Parents Employee Resource Group

On-site Life Coach

INACTIVE