Tech Support Tier 1 (Position located in Utrecht, Netherlands)
KnowBe4, Inc. is the provider of the world's largest security awareness training and simulated phishing platform. KnowBe4 enables organizations to manage the ongoing problem of social engineering by helping them train employees to make smarter security decisions, every day. Tens of thousands of organizations worldwide use KnowBe4's platform to mobilize their end users as a last line of defense and enable them to make better security decisions, every day.
We have ranked a best place to work for women, millennials, and in technology nationwide by Fortune Magazine as well as #1 or #2 in The Tampa Bay Top Workplaces Survey for the last six years.
The Tech Support Tier 1 position will work alongside the Customer Success Managers and Sales Representatives to assist the organization's customers and/or end-users with troubleshooting issues related to onboarding, the use of the platform and other general KMSAT console problems. This position will be first in line to resolve help-desk tickets.
Consult with the organization's customers or end-users regarding the implementation and configuration of KnowBe4's products to modify it to suit the customer's needs
Test and configure KnowBe4's products and modify it so that it could function in each customer's unique environment
Work in conjunction with the Product team to provide feedback or other information needed to enhance KnowBe4's products
Consult with customers for new product ideas and enhancements related to the 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
Apply troubleshooting and problem-solving skills to guide and assist the end-user community on issues related to design, development and deployment of KnowBe4 products
Investigate and document issue reports and communicate findings to development team or clients as required
Present technical walk throughs to customers
Work with the sales reps and CSMs to give demonstrations of the KMSAT console to the customers and/or end-users
Train customers and end-users on how to best use our training platform including the discussion of best practices to fully deploy the training to its employees
Attend prospect and customer meetings, supporting the sales team as a KMSAT console subject matter expert
Work in conjunction with the Product team to provide feedback or other information needed to enhance KnowBe4's products by consulting with customers for new product ideas and enhancements related to the KMSAT console
Two-year degree preferred
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
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.