Senior Security Support Engineer

KnowBe4; City of Melbourne; On-site; AUD 65,000 - 82,000; Full time

Benefits offered by this job

Monthly sales bonuses

Employee referral bonuses

Adoption assistance

Tuition reimbursement

Certification reimbursement

Certification completion bonuses

Modern, high‑tech work environment

Job summary

KnowBe4 in Melbourne is seeking an Advanced Support Technician to tackle complex, escalated technical issues across all customer types. You will support Core technicians, document issues, and contribute to bug reports and knowledge base development.

The role emphasizes advanced troubleshooting, training teammates, and expanding product expertise to sustain high support quality. A dynamic, high‑tech environment awaits.

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.

Responsibilities

• Resolve complex, escalated customer inquiries related to KnowBe4 products efficiently and thoroughly.
• Assist Core Support Technicians with challenging technical questions and issues.
• 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 concepts

Communication skills

Organization

Troubleshooting

Teamwork

Independence

Job description

KnowBe4 in Melbourne is seeking an Advanced Support Technician to tackle complex, escalated technical issues across all customer types. You will support Core technicians, document issues, and contribute to bug reports and knowledge base development.

The role emphasizes advanced troubleshooting, training teammates, and expanding product expertise to sustain high support quality. A dynamic, high‑tech environment awaits.