Senior ECS Support Technician

KnowBe4; City of Melbourne; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Sales bonuses

Employee referral bonuses

Adoption assistance

Tuition reimbursement

Certification reimbursement

Certification completion bonuses

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

IT security knowledge

Verbal and written communication

Time management

Team collaboration

Problem solving

Tools

Firewall

Email protocols

Job description

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.