Advanced Support Technician (Located in Melbourne, Victoria)
The Advanced Support Technician at KnowBe4 in Melbourne, Victoria, is a pivotal role within the company's customer support team. This position focuses on addressing complex technical issues related to KnowBe4's security awareness training products, ensuring that customers receive prompt and effective solutions. As part of a global organization, the Melbourne team contributes to KnowBe4's mission of empowering the modern workforce to make smarter security decisions every day.
In this role, the technician will handle escalated support tickets from various customer segments, including Enterprise and Strategic clients. Responsibilities include providing detailed technical support, resolving intricate product-related issues, and assisting Core Support Technicians with challenging inquiries. The technician will also document technical issues accurately, write comprehensive bug reports for the Engineering team, and develop training sessions on advanced product features for team members. Additionally, they will contribute to the creation of advanced support documentation and knowledge base articles, ensuring the support team's expertise continually evolves.
Candidates should have a minimum of one year of experience in a similar or related position, with familiarity in the IT Security field. A two-year degree is preferred, along with excellent verbal and written communication skills. The role requires strong organizational abilities, time management skills, and the capacity to work with minimal supervision. Technical troubleshooting and analysis skills are essential, as is the ability to demonstrate integrity, accountability, respect, and commitment. Collaboration and teamwork are crucial, as the technician will work closely with Customer Success Managers to address complex customer problems.
KnowBe4 offers a comprehensive benefits package, including company-wide bonuses based on monthly sales targets, employee referral bonuses, adoption assistance, tuition reimbursement, certification reimbursement, and certification completion bonuses. The company fosters a modern, high-tech, and fun work environment, with a culture that emphasizes celebration and team-building activities. For more details about the benefits in the Melbourne office, prospective employees can visit KnowBe4's careers page.
Working at KnowBe4 provides an opportunity to be part of a dynamic and innovative team dedicated to enhancing cybersecurity awareness. The company's culture is built on principles of radical transparency and extreme ownership, creating a high-energy environment that encourages personal and professional growth. Employees are supported through various initiatives, including employee resource groups and leadership training, fostering a collaborative and inclusive workplace.