Senior Advanced Support Engineer

Summary

Join KnowBe4 as a Senior Advanced Support Engineer and become the pinnacle of technical expertise, resolving complex issues and driving technical excellence. Lead training initiatives, collaborate with Product Management and Engineering, and enhance product quality and customer satisfaction. The ideal candidate possesses exceptional technical depth, strong leadership skills, and the ability to influence cross-functional teams. This role is pivotal in shaping support strategies and driving continuous improvement. You will mentor and develop other engineers, fostering technical excellence and career growth. KnowBe4 offers a fun and engaging work environment with fantastic benefits.

Requirements

• Familiarity with standard concepts, practices and procedures within the IT Security Field
• A minimum of 3 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

• Lead the resolution of the most complex and critical technical issues, serving as the final escalation point within the support organization
• Develop and maintain comprehensive internal technical documentation for support teams
• Design and deliver high-level technical training programs for support teams, focusing on advanced troubleshooting techniques and emerging technologies
• Assist in incident response during product outages, working closely with Engineering teams
• Spearhead preparation efforts for major product or feature launches, including comprehensive testing, technical documentation, and support strategy development
• Collaborate with the Product Management team to provide in-depth technical feedback and insights
• Foster strong relationships with Engineering teams, leading joint initiatives to resolve complex product issues and drive significant improvements
• Coordinate with Product Services to ensure alignment between internal and customer-facing documentation
• Engage with third-party vendors to resolve customer-impacting issues
• Apply advanced troubleshooting and problem-solving skills to address complex customer issues
• Monitor and analyze trends in complex support tickets, providing insights to improve product performance
• Contribute to the development of best practices and standard operating procedures for support teams
• Provide strategic guidance on the implementation and configuration of KnowBe4 products for high-profile or complex customer environments
• Lead initiatives for continuous improvement of support processes and tools, driving innovation in service delivery
• Mentor and develop Advanced Support Engineers, fostering technical excellence and career growth within the team

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