ECS-Core Support Technician (Position located in Melbourne, Australia)
Core
First line of contact for customer support, resolving product-related issues and inquiries primarily for Email and Collaboration Security (ECS) product lines, with capacity to support broader KSAT queues.
Role type
Support Technician (ECS Specialist)
Builds
Customer trust and resolution for security products
Domain
IT Security / Email Security
Deliverable
client delivery
Required skills
Troubleshooting mail flow logs and headers, Understanding cloud security architecture, Knowledge of mail flow protocols (SPF, DKIM, DMARC), Technical analysis, Time management
Preferred skills
Firewall and email protocols familiarity, Two-year degree
Technologies
KnowBe4 Platform, SPF, DKIM, DMARC
Responsibilities
Troubleshoot mail flow logs, headers, and transport rules to diagnose and resolve complex ECS issues; Communicate directly with customers to gather details and define issues; Investigate and document technical issues; Manage ticketing queue ensuring timely resolution; Conduct technical walkthroughs and webinars; Answer incoming calls to address customer questions.
Seniority
Junior, hands-on IC