Advanced Support Technician (ECS Specialist) (Position located in Melbourne, Australia)

KnowBe4 empowers the modern workforce to make smarter security decisions every day. Trusted by more than 70,000 organizations worldwide, KnowBe4 is the pioneer of digital workforce security, securing both AI agents and humans. The KnowBe4 Platform provides attack simulation and training, collaboration security, and agent security powered by AIDA (Artificial Intelligence Defense Agents) and a proprietary Risk Score. The platform leverages 15-years of behavioral data to combat advanced threats including social engineering, prompt injection, and shadow AI. By securing humans and agents, KnowBe4 leads the industry in workforce trust and defense.

• To learn more about our team and office culture in Melbourne, Australia, visit the following links.
• Careers Page: https://www.knowbe4.com/careers/locations/melbourne
• Glassdoor: https://www.glassdoor.com/Location/KnowBe4-Melbourne-Location-EI_IE969384.0,7_IL.8,17_IC2264754.htm

The Advanced Support Technician (ECS Specialist) is primarily responsible for handling complex, escalated technical issues related to KnowBe4 Email and Collaboration Security (ECS) product lines across all customer types. This role focuses on assisting Core Support Technician - ECS Specialists and managing challenging inquiries that require advanced technical expertise. While the role maintains a dedicated focus on ECS, the Specialist must be able to flex into and support the broader KSAT support volume/queue as business needs require, ensuring continuity of service during periods of high demand or staffing gaps. The ideal candidate will excel in providing detailed technical support, resolving intricate product-related issues, and contributing to product improvement through comprehensive bug reporting. They will also play a key role in knowledge sharing and training team members on advanced product features, ensuring the support team's overall expertise continually evolves. This position requires in-depth product knowledge, superior problem-solving skills, and the ability to manage complex support scenarios effectively across both ECS and general KSAT queues as needed.

Responsibilities:

Resolve complex, escalated customer inquiries related to KnowBe4 ECS products efficiently and thoroughly

Assist Core Support Technicians with challenging technical questions and issues related to our ECS Product line

Handle and assist with non ECS related tickets when necessary

Handle escalated support tickets for all customer types, including Enterprise and Strategic customers

Document technical issues accurately and provide detailed solutions in support tools

Apply advanced troubleshooting skills to resolve intricate product-related issues

Write comprehensive bug reports for the Engineering team to facilitate issue resolution

Develop and deliver training sessions on advanced product features for team members

Contribute to the development of advanced support documentation and knowledge base articles

Manage and prioritize escalated tickets in the support queue

Work closely with Customer Success Managers to address complex customer problems

Continuously expand product knowledge to maintain expertise on all KnowBe4 offerings

Qualifications

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

Two-year degree 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

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 - all in a modern, high-tech, and fun work environment. 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.