KnowBe4
Human Risk Management
TechSupport(Hybrid)
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Tech Support (Hybrid) at KnowBe4. Skills: Technical Support, Customer Assistance, English Fluency, Email Delivery, Technical Webinars, Product Demonstrations. Manage a high volume of technical support tickets and phone calls in English and Portuguese for customers worldwide.. Host and facilitate technical webinars and product demonstrations for a global audience.”
Industry & Context.
resolve complex technical bugs
What They're Looking For.
Must Have
English: Advanced/Fluent (Required). Must be comfortable conducting technical training and taking live calls in English., Portuguese: Native/Near-native speaking and writing skills., understanding of Email Server environments and Secure Email Gateways (SEGs)., Knowledge of email authentication protocols: SPF, DKIM, and DMARC., Experience troubleshooting email delivery, including header analysis and whitelisting logic within an email environment., 1+ years in a customer-facing technical support or help desk role., Ability to explain complex technical concepts clearly to both technical and non-technical audiences.
Nice to Have
Experience in a SaaS environment is highly preferred.
What You'll Do.
Manage a high volume of technical support tickets and phone calls in English and Portuguese for customers worldwide.
Host and facilitate technical webinars and product demonstrations for a global audience.
Assist customers in implementation and configuration of the KnowBe4 platform to ensure successful email delivery through various security layers
including Secure Email Gateways (SEGs) and cloud email servers (M365
Partner with global Customer Success and R&D teams to investigate
and resolve complex technical bugs.
Manage ticketing queue
ensuring timely resolution of reports and requests
Answer incoming calls from Technical Coordinators to address customer questions and resolve product-related issues
How You'll Work.
Team & Collaboration
Partner with global Customer Success and R&D teams to investigate, document, and resolve complex technical bugs.; collaborative and teamwork skills.
Communication Scope
Ability to explain complex technical concepts clearly to both technical and non-technical audiences.
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 São Paulo, Brazil, visit the following links. Careers Page: https://www.knowbe4.com/careers/locations/sao-paulo Glassdoor: https://www.glassdoor.com/Location/KnowBe4-S%C3%A3o-Paulo-Location-EI_IE969384.0,7_IL[…]M_-C1lsxoZq7Cx8IriVE8MkrzuTmnJzqego77RAWZz9sqGt_55BflwYKpQeg LinkedIn: https://www.linkedin.com/company/knowbe4/life/brazil/ Job Summary The Technical Support Specialist provides world-class assistance to our global customer base. While this role provides essential support to our Portuguese-speaking customers as needed, a large majority of daily operations—including tickets, live calls, and webinars—are conducted in English. We are looking for a candidate with exceptional English fluency, a strong technical grasp, and a love for helping others. This role will be hybrid (2 days in office in São Paulo) Key Responsibilities Manage a high volume of technical support tickets and phone calls in English and Portuguese for customers worldwide. Host and facilitate technical webinars and product demonstrations for a global audience. Assist customers in implementation and configuration of the KnowBe4 platform to ensure successful email delivery
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