Tech Support (Hybrid)

KnowBe4; São Paulo; On-site; BRL 60,000 - 80,000; Full time

Benefits offered by this job

Company-wide bonuses based on sales targets

Employee referral bonuses

Tuition reimbursement

Certification reimbursement

Job summary

KnowBe4 in São Paulo is looking for a Technical Support Specialist to provide top-notch assistance to customers globally. The role demands exceptional English fluency, with many operations conducted in English, while also addressing Portuguese-speaking customers.

The ideal candidate will possess strong technical skills related to email infrastructure and protocols, with a hybrid work model of 2 days in the office. Experience in customer-facing technical support is essential, and the company offers a variety of benefits including bonuses and tuition reimbursement.

Qualifications

• Advanced/Fluent English required for conducting technical training and calls.
• Native/Near-native Portuguese speaking and writing skills.
• Strong time management and organization skills.

Responsibilities

• Manage high volume of technical support tickets and calls in English and Portuguese.
• Host technical webinars and product demonstrations.
• Assist with implementation and configuration of the KnowBe4 platform.
• Investigate, document, and resolve technical bugs with global teams.
• Ensure timely resolution of tickets and customer requests.
• Answer customer calls and resolve product-related issues.

Skills

Exceptional English fluency

Native or near-native Portuguese speaker

Strong understanding of Email Server environments

Knowledge of email authentication protocols (SPF, DKIM, DMARC)

Experience troubleshooting email delivery

1+ years in customer-facing technical support

Education

2-year degree in a technical field or equivalent work experience

Job description

Job Summary

The Technical Support Specialist provides world‑class assistance to our global customer base. While this role provides essential support to our Portuguese‑speaking customers as needed, a large majority of daily operations—including tickets, live calls, and webinars—are conducted in English. The role requires exceptional English fluency, a strong technical grasp, and a love for helping others. This role will be hybrid (2 days in office in São Paulo).

Work Environment & Hybrid Rhythm

• The Success Hub: Our flagship office is located in Vila Olímpia—the heart of São Paulo’s tech and innovation scene. The space is highly accessible via the Emerald Line (CPTM – Vila Olímpia Station) and major transit corridors.
• The Schedule: 2 days in‑office, 3 days remote. To maximize collaboration while keeping our physical footprint lean, we use a split schedule (Group A: Mon/Tue | Group B: Wed/Thu). You will align with your manager on your group assignment.

Key Responsibilities

• Manage a high volume of technical support tickets and phone calls in English and Portuguese for customers worldwide.
• Host and facilitate technical webinars and product demonstrations for a global audience.
• Assist customers in implementation and configuration of the KnowBe4 platform to ensure successful email delivery through various security layers, including Secure Email Gateways (SEGs) and cloud email servers (M365, Google Workspace).
• Partner with global Customer Success and R&D teams to investigate, document, and resolve complex technical bugs.
• Manage ticket‑ing queue, ensuring timely resolution of reports and requests.
• Answer incoming calls from Technical Coordinators to address customer questions and resolve product‑related issues.

Technical Skills & Qualifications

• Language Proficiency:
  • English: Advanced/Fluent (Required). Must be comfortable conducting technical training and taking live calls in English.
  • Portuguese: Native/Near‑native speaking and writing skills.
• Email Infrastructure & Protocols:
  • Strong understanding of Email Server environments and Secure Email Gateways (SEGs).
  • Knowledge of email authentication protocols: SPF, DKIM, and DMARC.
  • Experience troubleshooting email delivery, including header analysis and whitelisting logic within an email environment.
• Experience: 1+ years in a customer‑facing technical support or help desk role. Experience in a SaaS environment is highly preferred.
• Education: 2‑year degree in a technical field or equivalent work experience.
• Professional Competencies:
  • Excellent time management and organization skills with the ability to prioritize tasks in a fast‑paced environment.
  • Ability to demonstrate integrity, accountability, respect, and commitment as a representative of the company.
  • Strong collaborative and teamwork skills.

Additional Requirements

• Communication: Ability to explain complex technical concepts clearly to both technical and non‑technical audiences.

Our Fantastic Benefits

We offer company‑wide bonuses based on monthly sales targets, employee referral bonuses, adoption assistance, tuition reimbursement, certification reimbursement, and certification completion bonuses. 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.