Advanced Support Engineer

Summary

Join KnowBe4 as an Advanced Support Engineer and collaborate with Customer Success Managers and Sales Representatives to deliver exceptional customer support for software and technical issues. You will troubleshoot onboarding problems, platform usage, and general KMSAT console difficulties, resolving escalated help-desk tickets demanding advanced problem-solving skills. This role involves consulting with clients on KMSAT console implementation and configuration, documenting issues, and working with the Product team to enhance the platform. You will also investigate technical issues, communicate trends to R&D, and prioritize ticket resolution. Furthermore, you will present technical walkthroughs, conduct KMSAT demonstrations, attend customer meetings, and provide training to team members. The position requires strong technical skills, excellent communication, and collaboration abilities.

Requirements

• Familiarity with standard concepts, practices and procedures within the IT Security Field
• A minimum of 1-year experience in similar or related position
• 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

• 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

Preferred Qualifications

• Familiarity with firewall and email protocols is preferred
• Two-year degree preferred

Benefits

• Company-wide bonuses based on monthly sales targets
• Employee referral bonuses
• Adoption assistance
• Tuition reimbursement
• Certification reimbursement
• Certification completion bonuses
• A relaxed dress code