KnowBe4
Human Risk Management
AdvancedSupportTechnician
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optimal for Entry candidates.
“Advanced Support Technician at KnowBe4. Provide customer support. Resolve software issues”
Industry & Context.
Apply troubleshooting and problem-solving skills
What They're Looking For.
Must Have
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, collaborative and teamwork skills, Must be able to work with minimal supervision
Nice to Have
Familiarity with firewall and email protocols, Two-year degree
What You'll Do.
Provide customer support
Resolve software issues
Resolve technical issues
Assist customers with troubleshooting
Resolve escalated help-desk tickets
Consult with customers on configuration
Resolve customer inquiries
Document problems accurately
Provide feedback to Product team
Gather details from clients
Resolve customer issues
Investigate technical issues
Monitor ticketing queue
Prioritize issue reports
Guide end-users on issues
Document issue reports
Present technical walkthroughs
Give demonstrations of KMSAT console
Attend prospect meetings
Discuss best practices
Provide training to team members
How You'll Work.
Team & Collaboration
Work alongside Customer Success Managers; Work alongside Sales Representatives; Work collaboratively with CSM team; Work with sales reps; Work with CSMs
Communication Scope
Excellent verbal and written communications
Full Job Description
KnowBe4 is the global leader in Human Risk Management, trusted by over 70,000 organizations worldwide to secure their employees and AI agents for over 15 years. We're pioneering a new era of security. AI-powered since 2016. And market-leading since day one. Our HRM+ combines continuous risk intelligence, advanced technical defenses, and personalized training to help organizations build strong security cultures. We help organizations understand, measure, and reduce human risk across their entire workforce, defending against, deepfakes, and emerging AI-powered threats. We believe that protecting organizations from cyberthreats and creating a positive environmental impact go hand in hand. True resilience is collective, it requires us to protect our people, our data, and our planet. To learn more about our team and office culture in York, England (UK), visit the following links. Careers Page: https://www.knowbe4.com/careers/locations/york Glassdoor: https://www.glassdoor.com/Location/KnowBe4-York-Location-EI_IE969384.0,7_IL.8,12_IC3297365.htm LinkedIn: https://www.linkedin.com/company/knowbe4/life/uk/ The Advanced Support Tech position will work alongside the Customer Success Managers and Sales Representatives to provide customer support for software issues and technical issue resolution. This position will also 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 second in line to resolve escalated help-desk tickets that are generally more complex and require more time to resolve than Core Support Techs. 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 succinc
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