Advanced Support Technician (ECS Specialist) (Position located in Melbourne, Australia)
The Advanced Support Technician (ECS Specialist) at KnowBe4 in Melbourne, Australia, is responsible for managing complex, escalated technical issues related to the company's Email and Collaboration Security (ECS) product lines. This role involves assisting Core Support Technicians with challenging inquiries and ensuring continuity of service during high-demand periods. The ideal candidate will possess in-depth product knowledge and superior problem-solving skills to effectively handle intricate support scenarios.
Key responsibilities include resolving complex customer inquiries, assisting Core Support Technicians with technical questions, handling escalated support tickets for all customer types, documenting technical issues accurately, applying advanced troubleshooting skills, writing comprehensive bug reports for the Engineering team, developing and delivering training sessions on advanced product features, contributing to the development of advanced support documentation and knowledge base articles, managing and prioritizing escalated tickets in the support queue, working closely with Customer Success Managers to address complex customer problems, and continuously expanding product knowledge to maintain expertise on all KnowBe4 offerings.
Required qualifications include familiarity with standard concepts, practices, and procedures within the IT Security field, a minimum of 1 year of experience in a similar or related position, familiarity with firewall and email protocols, a two-year degree (preferred), excellent verbal and written communication skills, strong organizational and time management skills, demonstrated technical troubleshooting and analysis ability, integrity, accountability, respect, and commitment, strong collaborative and teamwork skills, and the ability to work with minimal supervision.
KnowBe4 offers company-wide bonuses based on monthly sales targets, employee referral bonuses, adoption assistance, tuition reimbursement, certification reimbursement, and certification completion bonuses, all within a modern, high-tech, and fun work environment. For more details about the benefits in each office location, please visit the company's careers page.
KnowBe4 is a pioneer in digital workforce security, trusted by more than 70,000 organizations worldwide. The company provides attack simulation and training, collaboration security, and agent security powered by Artificial Intelligence Defense Agents (AIDA) and a proprietary Risk Score. By securing both AI agents and humans, KnowBe4 leads the industry in workforce trust and defense.