Tech Support @ KnowBe4 | Simplify Jobs

Tech Support

Posted on 4/27/2023

INACTIVE

501-1,000 employees

Website

Security platform for security awareness

Company Overview

KnowBe4 enables your employees to make smarter security decisions, every day.

Locations

Clearwater, FL, USA

Experience Level

Entry

Junior

Mid

Senior

Expert

Desired Skills

Communications

Requirements

Two-year degree preferred
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

Responsibilities

Work with customers or end-users regarding the set-up and configuration of KnowBe4's products to customize it to suit their needs
Test and configure KnowBe4's products and customize it so that it could function in each customer's unique environment
Work in conjunction with the Product team to provide feedback or other information needed to enhance KnowBe4's products
Communicate directly with clients or end-users to gather details as needed to fully define issues or new requirements, as well as new product ideas and enhancements to the KMSAT console
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
Apply troubleshooting and problem-solving skills to guide and assist the end-user community on issues related to design, development and deployment of KnowBe4 products
Investigate and document issue reports and communicate findings to development team or clients as required
Present product demonstrations to customers and/or end-users
Train customers and end-users on how to best use our training platform including our best practices to fully deploy the training to its employees
Attend prospect and customer meetings, supporting the sales team as a KMSAT console subject matter expert

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 private parties at theme parks, there is always something exciting happening at KnowBe4.

Clearwater positions open to candidates located in greater Tampa Bay area.

The Tech Support (Tier 1) position works in conjunction with the Customer Success Managers and Sales Reps to assist our customers and/or end-users with troubleshooting issues related to onboarding, platform use and other general KMSAT console problems. This position will be first responders in resolving help desk tickets and ensuring an awesome customer experience.

Responsibilities:

Work with customers or end-users regarding the set-up and configuration of KnowBe4’s products to customize it to suit their needs
Test and configure KnowBe4’s products and customize it so that it could function in each customer’s unique environment
Work in conjunction with the Product team to provide feedback or other information needed to enhance KnowBe4’s products
Communicate directly with clients or end-users to gather details as needed to fully define issues or new requirements, as well as new product ideas and enhancements to the KMSAT console
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
Apply troubleshooting and problem-solving skills to guide and assist the end-user community on issues related to design, development and deployment of KnowBe4 products
Investigate and document issue reports and communicate findings to development team or clients as required
Present product demonstrations to customers and/or end-users
Train customers and end-users on how to best use our training platform including our best practices to fully deploy the training to its employees
Attend prospect and customer meetings, supporting the sales team as a KMSAT console subject matter expert

Minimum Qualifications:

Two-year degree preferred
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

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.