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For Companies At a Glance
- Tasks: Lead complex technical issue resolution and develop training for support teams.
- Company: Join Egress, a Knowbe4 Company, known for its innovative IT security solutions.
- Benefits: Enjoy a collaborative work environment with opportunities for professional growth and development.
- Why this job: Shape support strategies and enhance product quality while mentoring future tech leaders.
- Qualifications: 3+ years in IT Security, strong troubleshooting skills, and excellent communication abilities required.
- Other info: Position based in Sheffield, UK, with a focus on continuous improvement and innovation.
The predicted salary is between 43200 - 72000 £ per year.
The Senior Advanced Support Engineer represents the pinnacle of technical expertise within the support organization, focusing on resolving the most complex and critical issues while driving technical excellence across all support tiers. This role is pivotal in developing advanced knowledge bases, spearheading technical training initiatives, and collaborating at a high level with Product Management and Engineering teams to significantly enhance product quality and customer satisfaction. The ideal candidate possesses exceptional technical depth, strong leadership skills, and the ability to influence cross-functional teams. They excel in critical incident response, strategic problem-solving, and translating complex technical concepts for various stakeholders. This position plays a crucial role in shaping support strategies, leading major product launch preparations, and driving continuous improvement in support processes and tools.
Responsibilities:
- Lead the resolution of the most complex and critical technical issues, serving as the final escalation point within the support organization.
- Develop and maintain comprehensive internal technical documentation for support teams.
- Design and deliver high-level technical training programs for support teams, focusing on advanced troubleshooting techniques and emerging technologies.
- Assist in incident response during product outages, working closely with Engineering teams.
- Spearhead preparation efforts for major product or feature launches, including comprehensive testing, technical documentation, and support strategy development.
- Collaborate with the Product Management team to provide in-depth technical feedback and insights.
- Foster strong relationships with Engineering teams, leading joint initiatives to resolve complex product issues and drive significant improvements.
- Coordinate with Product Services to ensure alignment between internal and customer-facing documentation.
- Engage with third-party vendors to resolve customer-impacting issues.
- Apply advanced troubleshooting and problem-solving skills to address complex customer issues.
- Monitor and analyze trends in complex support tickets, providing insights to improve product performance.
- Contribute to the development of best practices and standard operating procedures for support teams.
- Provide strategic guidance on the implementation and configuration of KnowBe4 products for high-profile or complex customer environments.
- Lead initiatives for continuous improvement of support processes and tools, driving innovation in service delivery.
- Mentor and develop Advanced Support Engineers, fostering technical excellence and career growth within the team.
Minimum Qualifications:
- Familiarity with standard concepts, practices and procedures within the IT Security Field.
- A minimum of 3 years experience in a 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.
Snr. Advanced Support Engineer (Position located in Sheffield, United Kingdom) employer: KnowBe4, Inc.
Contact Detail:
KnowBe4, Inc. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Snr. Advanced Support Engineer (Position located in Sheffield, United Kingdom)
✨Tip Number 1
Familiarise yourself with the latest trends and technologies in IT security, especially those related to firewalls and email protocols. This knowledge will not only help you during interviews but also demonstrate your commitment to staying updated in a rapidly evolving field.
✨Tip Number 2
Network with current or former employees of Egress or similar companies. Engaging with them on platforms like LinkedIn can provide you with insider insights about the company culture and expectations for the Senior Advanced Support Engineer role.
✨Tip Number 3
Prepare to discuss specific examples of complex technical issues you've resolved in the past. Highlight your problem-solving skills and how you've collaborated with cross-functional teams to enhance product quality and customer satisfaction.
✨Tip Number 4
Showcase your leadership abilities by discussing any mentoring or training experiences you've had. This is particularly important for this role, as you'll be expected to develop and deliver technical training programs for support teams.
We think you need these skills to ace Snr. Advanced Support Engineer (Position located in Sheffield, United Kingdom)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT security and technical support. Emphasise your problem-solving skills and any leadership roles you've held, as these are crucial for the Senior Advanced Support Engineer position.
Craft a Compelling Cover Letter: In your cover letter, express your passion for technical excellence and customer satisfaction. Mention specific examples of how you've resolved complex issues or led initiatives that improved support processes in previous roles.
Showcase Technical Skills: Clearly outline your technical expertise, especially in areas like firewall and email protocols. Use specific terminology and examples to demonstrate your familiarity with advanced troubleshooting techniques and incident response.
Highlight Collaboration Experience: Since this role involves working closely with Product Management and Engineering teams, include examples of past collaborations. Describe how you’ve influenced cross-functional teams and contributed to product quality improvements.
How to prepare for a job interview at KnowBe4, Inc.
✨Showcase Your Technical Expertise
As a Senior Advanced Support Engineer, you'll need to demonstrate your deep technical knowledge. Be prepared to discuss specific complex issues you've resolved in the past and how you approached them. Highlight your familiarity with IT security concepts, firewall, and email protocols.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle critical incidents. Practice articulating your thought process when faced with a technical challenge, and be ready to explain how you would lead a team through a high-pressure situation.
✨Emphasise Collaboration Skills
This role requires strong collaboration with various teams, including Product Management and Engineering. Share examples of how you've successfully worked with cross-functional teams in the past, and how you can foster relationships to drive improvements and resolve issues.
✨Demonstrate Leadership and Mentorship
As a senior position, showcasing your leadership abilities is crucial. Discuss any experience you have in mentoring others or leading initiatives. Highlight how you can contribute to the development of your team and improve support processes.
