Clearwater, United States

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 Advanced Support Engineer 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. In addition, this ideal candidate will work to resolve escalated help-desk tickets that are generally more complex and require more time to resolve. Advanced Support Engineer representatives are the last line in resolving help-desk tickets so the tasks are generally more complex than Tier 1 and 2 Technicians.

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
A 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 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.

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