Tech Support (Fluent in English & Spanish)

KnowBe4, Inc.; São Paulo; Presencial; BRL 42 000 - 60 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Bonuses based on targets

Tuition reimbursement

Certification reimbursement

Adoption assistance

Resumo da oferta

KnowBe4, Inc. in São Paulo, Brazil, is seeking a Tech Support Specialist fluent in English and Spanish to resolve product issues and support customers in a fast-paced security software environment.

You will troubleshoot KnowBe4 products, collaborate with product and customer success teams, and contribute to product improvements while delivering outstanding service across time zones.

Qualificações

• Minimum of 1 year experience in similar or related position.
• Familiarity with IT Security concepts and procedures.
• Excellent verbal and written communication skills in English and Spanish (fluency required).

Responsabilidades

• Assist in implementing and configuring KnowBe4 products to meet customer needs.
• Collaborate with Product team by providing customer feedback for product enhancement.
• Communicate with customers to gather details and define issues or requests.
• Work with CSM team to resolve customer issues promptly.
• Investigate and document technical issues; manage ticket queue for timely resolutions.
• Conduct technical walkthroughs and webinars of KnowBe4 products.
• Address customer questions and resolve product-related issues over calls.

Conhecimentos

IT Security basics

Customer support

Troubleshooting

Time management

Verbal & written communication

Team collaboration

Self-management

Ferramentas

Firewall knowledge

Email protocols

Descrição da oferta de emprego

Tech Support (Fluent in English & Spanish)

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 Core Support Technician is the first line of contact for customer support, responsible for resolving a wide range of product-related issues and inquiries. This role focuses on providing excellent customer service, troubleshooting KnowBe4 products, and ensuring timely resolution of support tickets. The ideal candidate combines strong technical and time management skills with effective communication abilities to assist customers, collaborate with internal teams, and contribute to overall product improvement.

Key Responsibilities

• Assist in the implementation and configuration of KnowBe4 products to meet specific customer needs and environments


• Collaborate with Product team by providing customer feedback for product enhancement


• Communicate directly with customers to gather details as needed to fully define issues or requests


• Work with CSM team to swiftly resolve customer issues


• Investigate and document technical issues


• Manage ticketing queue, ensuring timely resolution of reports and requests


• Apply troubleshooting skills to assist customers with product-related issues


• Conduct technical walkthroughs and webinars of KnowBe4's products


• Answer incoming calls from Technical Coordinators to address customer questions and resolve product-related issues

Technical Skills & 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 visitwww.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.