Advanced Support Technician(ECS) (Position located in Melbourne, Australia)

Knowbe4; Melbourne; Presencial; AUD 70 000 - 90 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Sales bonuses

Employee referral bonuses

Adoption assistance

Tuition reimbursement

Certification reimbursement

Certification completion bonuses

Resumo da oferta

KnowBe4 in Melbourne is seeking an Advanced Support Technician (ECS Specialist) to resolve complex customer queries across KnowBe4 Email and Collaboration Security products. You will support Core Support Technicians, handle escalations, and contribute to knowledge sharing while maintaining high service continuity.

The role requires in-depth product knowledge, strong troubleshooting, and the ability to work across ECS and KSAT queues as needed.

Qualificações

• Familiarity with IT security concepts, practices and procedures.
• Minimum of 1 year experience in a similar role.
• Familiarity with firewall and email protocols is preferred.
• Excellent verbal and written communications.
• Highly organized and result-oriented.
• Strong time management and organizational skills.
• Able to demonstrate technical troubleshooting and analysis abilities.
• Demonstrates integrity, accountability and teamwork.

Responsabilidades

• Resolve complex, escalated customer inquiries related to KnowBe4 ECS products.
• Assist Core Support Technicians with challenging ECS-related questions.
• Handle non-ECS related tickets when necessary.
• Manage escalated tickets for Enterprise and Strategic customers.
• Document issues and provide detailed solutions in support tools.
• Develop and deliver training on advanced product features.

Conhecimentos

IT security knowledge

Verbal and written communication

Time management

Team collaboration

Problem solving

Ferramentas

Firewall

Email protocols

Descrição da oferta de emprego

Advanced Support Technician(ECS) (Position located in Melbourne, Australia)

Melbourne, Victoria, Australia

KnowBe4 empowers the modern workforce to make smarter security decisions every day. Trusted by more than 70,000 organizations worldwide, KnowBe4 is the pioneer of digital workforce security, securing both AI agents and humans. The KnowBe4 Platform provides attack simulation and training, collaboration security, and agent security powered by AIDA (Artificial Intelligence Defense Agents) and a proprietary Risk Score. The platform leverages 15-years of behavioral data to combat advanced threats including social engineering, prompt injection, and shadow AI. By securing humans and agents, KnowBe4 leads the industry in workforce trust and defense.

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 Technicians with challenging technical questions and issues related to our ECS Product line 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


• 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\\

We offer company-wide bonuses based on monthly sales targets, employee referral bonuses, adoption assistance, tuition reimbursement, certification reimbursement, and certification completion bonuses - all in a modern, high-tech, and fun work environment. For more details about our benefits in each office location, please 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.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in KnowBe4’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A \"disabled veteran\" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A \"recently separated veteran\" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An \"active duty wartime or campaign badge veteran\" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An \"Armed forces service medal veteran\" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.