Full-Time Core Support Technician

Core Support Technician is the first line of contact for customer support, responsible for resolving a wide range of product-related issues and inquiries.

This role focuses on providing excellent customer service, troubleshooting KnowBe4 products, and ensuring timely resolution of support tickets.

The ideal candidate combines strong technical and time management skills with effective communication abilities to assist customers, collaborate with internal teams, and contribute to overall product improvement.

1. Assist in the implementation and configuration of KnowBe4 products to meet specific customer needs and environments
2. Collaborate with Product team by providing customer feedback for product enhancement
3. Communicate directly with customers to gather details as needed to fully define issues or requests
4. Work with CSM team to swiftly resolve customer issues
5. Investigate and document technical issues
6. Manage ticketing queue, ensuring timely resolution of reports and requests
7. Apply troubleshooting skills to assist customers with product-related issues
8. Conduct technical walkthroughs and webinars of KnowBe4's products
9. Answer incoming calls from Technical Coordinators to address customer questions and resolve product-related issues

Requirements

• Familiarity with standard concepts, practices and procedures within the IT Security Field
• Minimum of 1 year experience in similar or related position
• Two-year degree preferred
• Familiarity with firewall and email protocols is preferred
• Excellent verbal and written communications
• Fluent in Portuguese
• 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

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