Advanced Support Engineer
| Company | KnowBe4 |
|---|---|
| Location | Clearwater, FL, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Associate’s |
| Experience Level | Junior, Mid Level |
Requirements
- Familiarity with standard concepts, practices and procedures within the IT Security Field
- A minimum of 1-year experience in similar or related position
- 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
Responsibilities
- Consult with the organization’s customers or end-users regarding the implementation and configuration of KMSAT console to modify it to suit the customer’s needs
- Resolve customer inquiries by using the tools provided to service the customer quickly, efficiently and thoroughly
- Document problems accurately and succinctly in the appropriate support tools provided.
- Work in conjunction with the Product team to provide feedback or other information needed to enhance KMSAT console
- Communicate directly with clients or end-users to gather details as needed to fully define issues or new requirements
- Work collaboratively with CSM team to quickly resolve customer’s issues
- Investigate and document technical issues and communicate any trends or patterns to the Research & Development team
- Monitor the ticketing queue to prioritize, allocate and ensure timely resolution of issue reports and change requests heavily focused on the KMSAT console
- Apply troubleshooting and problem-solving skills to guide and assist the end-user community on issues related to design, development and deployment of the KMSAT console
- Investigate and document issue reports and communicate findings to development team or clients as required
- Present technical walkthroughs to customers
- Work with the sales reps and CSMs to give demonstrations of the KMSAT console to the customers and/or end-users
- Attend prospect and customer meetings, supporting the KMSAT sales teams as the KMSAT subject matter expert
- Discuss best practices on how to use the KMSAT console to customers and/or end-users
- Provide training to other team members on the KMSAT console
Preferred Qualifications
- Familiarity with firewall and email protocols is preferred
- Two-year degree preferred