ECS Support Technician - Email & Collaboration Security

KnowBe4; City of Melbourne; On-site; AUD 70,000 - 95,000; Full time

Benefits offered by this job

Bonuses based on monthly sales targets

Employee referral bonuses

Adoption assistance

Tuition reimbursement

Certification reimbursement

Certification bonuses

Job summary

KnowBe4 in Melbourne is seeking an Advanced Support Technician (ECS Specialist) to handle complex, escalated issues across KnowBe4 ECS products. You will support Core Support Technicians and ensure service continuity during high demand.

You’ll document problems, write bug reports for Engineering, and contribute to training and knowledge base materials while expanding your product expertise. This role emphasizes collaboration with Customer Success Managers and a commitment to high-quality

Qualifications

• Experience with IT security concepts and best practices.
• 1 year of related work experience.
• Familiarity with firewall and email protocols preferred.

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

Skills

IT security basics

Troubleshooting

Technical communication

Team collaboration

Education

Two-year degree preferred

Job description

KnowBe4 in Melbourne is seeking an Advanced Support Technician (ECS Specialist) to handle complex, escalated issues across KnowBe4 ECS products. You will support Core Support Technicians and ensure service continuity during high demand.

You’ll document problems, write bug reports for Engineering, and contribute to training and knowledge base materials while expanding your product expertise. This role emphasizes collaboration with Customer Success Managers and a commitment to high-quality