Advanced Support Technician(ECS) (Position located in Melbourne, Australia)
To learn more about our team and office culture in Melbourne, Australia, visit the following links.
Careers Page: https://www.knowbe4.com/careers/locations/melbourne
Glassdoor: https://www.glassdoor.com/Location/KnowBe4-Melbourne-Location-EI_IE969384.0,7_IL.8,17_IC2264754.htm
The Advanced Support Technician (ECS Specialist) is primarily responsible for handling complex, escalated technical issues related to KnowBe4 Email and Collaboration Security (ECS) product lines across all customer types. This role focuses on assisting Core Support Technician - ECS Specialists and managing challenging inquiries that require advanced technical expertise. While the role maintains a dedicated focus on ECS, the Specialist must be able to flex into and support the broader KSAT support volume/queue as business needs require, ensuring continuity of service during periods of high demand or staffing gaps. The ideal candidate will excel in providing detailed technical support, resolving intricate product-related issues, and contributing to product improvement through comprehensive bug reporting. They will also play a key role in knowledge sharing and training team members on advanced product features, ensuring the support team's overall expertise continually evolves. This position requires in-depth product knowledge, superior problem-solving skills, and the ability to manage complex support scenarios effectively across both ECS and general KSAT queues as needed.
Responsibilities:
Resolve complex, escalated customer inquiries related to KnowBe4 ECS products efficiently and thoroughly
Assist Core Support Technicians with challenging technical questions and issues related to our ECS Product line
Handle and assist with non ECS related tickets when necessary
Handle escalated support tickets for all customer types, including Enterprise and Strategic customers
Document technical issues accurately and provide detailed solutions in support tools
Apply advanced troubleshooting skills to resolve intricate product-related issues
Write comprehensive bug reports for the Engineering team to facilitate issue resolution
Develop and deliver training sessions on advanced product features for team members
Contribute to the development of advanced support documentation and knowledge base articles
Manage and prioritize escalated tickets in the support queue
Work closely with Customer Success Managers to address complex customer problems
Continuously expand product knowledge to maintain expertise on all KnowBe4 offerings
Qualifications
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
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\