Advanced Support Technician(ECS) (Position located in Melbourne, Australia)
Core
Handle complex, escalated technical issues for KnowBe4 Email and Collaboration Security (ECS) product lines, assisting Core Support Technicians and managing challenging inquiries across all customer types.
Role type
Senior IC technical support specialist (security)
Builds
Support services for KnowBe4 ECS product lines
Domain
IT Security / Email Security
Deliverable
client delivery
Required skills
Advanced troubleshooting, complex issue resolution, bug reporting, technical documentation, training delivery, queue management, cross-functional collaboration
Preferred skills
Firewall and email protocols knowledge, 2-year degree
Technologies
KnowBe4 ECS, email protocols, firewalls
Responsibilities
Resolve escalated customer inquiries for ECS products, assist Core Support Technicians with challenging technical questions, handle non-ECS tickets when necessary, document technical issues and write comprehensive bug reports, develop and deliver training sessions on advanced features, contribute to support documentation, manage and prioritize escalated tickets, work with Customer Success Managers on complex problems
Seniority
Mid-level, hands-on IC