Tech Support

Summary

Join KnowBe4, a leading provider of security awareness training, as a Tech Support specialist! You will work closely with Customer Success Managers and Sales Representatives to assist customers with troubleshooting issues related to our platform. Your responsibilities include consulting with clients, testing and configuring our products, collaborating with the Product team, and resolving help-desk tickets. You will need experience in IT security, excellent communication skills, and the ability to troubleshoot technical issues. We offer a fantastic benefits package including company-wide bonuses, referral bonuses, adoption assistance, tuition and certification reimbursement, and more. Fluency in German is required. Apply now!

Requirements

• Familiarity with standard concepts, practices and procedures within the IT Security Field
• 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
• Fluent in German

Responsibilities

• Consult with the organization’s customers or end-users regarding the implementation and configuration of KnowBe4’s products to modify it to suit the customer’s needs
• Test and configure KnowBe4’s products and modify it so that it could function in each customer’s unique environment
• Work in conjunction with the Product team to provide feedback or other information needed to enhance KnowBe4’s products
• Consult with customers for new product ideas and enhancements related to the 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
• Apply troubleshooting and problem-solving skills to guide and assist the end-user community on issues related to design, development and deployment of KnowBe4 products
• Investigate and document issue reports and communicate findings to development team or clients as required
• Present technical walk throughs to customers

Preferred Qualifications

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

Benefits

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