Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead complex technical issue resolutions and develop training for support teams.
- Company: Join KnowBe4, a top-rated workplace known for security awareness training and a fun culture.
- Benefits: Enjoy bonuses, tuition reimbursement, and a relaxed dress code in a modern work environment.
- Why this job: Shape support strategies and enhance product quality while working in a collaborative team.
- Qualifications: 3+ years in IT Security, strong communication skills, and a passion for problem-solving required.
- Other info: Remote work options available; we value diversity and inclusion in our hiring process.
The predicted salary is between 36000 - 60000 £ per year.
About KnowBe4
KnowBe4, the provider of the world's largest security awareness training and simulated phishing platform, is used by tens of thousands of organizations around the globe. KnowBe4 enables organizations to manage the ongoing problem of social engineering by helping them train employees to make smarter security decisions, every day. Fortune has ranked us as a best place to work for women, for millennials, and in technology for four years in a row! We have been certified as a "Great Place To Work" in 8 countries, plus we've earned numerous other prestigious awards, including Glassdoor's Best Places To Work. Our team values radical transparency, extreme ownership, and continuous professional development in a welcoming workplace that encourages all employees to be themselves. Whether working remotely or in-person, we strive to make every day fun and engaging; from team lunches to trivia competitions to local outings, there is always something exciting happening at KnowBe4.
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 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.
We offer company-wide bonuses based on monthly sales targets, employee referral bonuses, adoption assistance, tuition reimbursement, certification reimbursement, certification completion bonuses, and a relaxed dress code - all in a modern, high-tech, and fun work environment.
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.
Snr. Advanced Support Engineer (Position located in Sheffield, United Kingdom) Sheffield, Unite[...] 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) Sheffield, Unite[...]
✨Tip Number 1
Familiarise yourself with the latest trends in IT security, especially around social engineering and phishing. 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 KnowBe4 on platforms like LinkedIn. Engaging with them can provide valuable insights into the company culture and expectations, which can be beneficial when discussing your fit for the role.
✨Tip Number 3
Prepare to discuss specific examples of complex technical issues you've resolved in previous roles. Highlighting your problem-solving skills and ability to work under pressure will resonate well with the hiring team.
✨Tip Number 4
Showcase your leadership abilities by discussing any mentoring or training experiences you've had. This aligns with the role's focus on developing others and demonstrates your capability to contribute to the team's growth.
We think you need these skills to ace Snr. Advanced Support Engineer (Position located in Sheffield, United Kingdom) Sheffield, Unite[...]
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 IT security and your understanding of KnowBe4's mission. Mention specific experiences that demonstrate your ability to handle complex technical issues and your collaborative skills with cross-functional teams.
Showcase Technical Skills: Clearly outline your technical expertise, especially in areas like firewall and email protocols. Provide examples of how you've successfully resolved critical incidents or improved support processes in previous roles.
Highlight Continuous Learning: Mention any certifications or training you've completed that relate to IT security or technical support. This shows your commitment to professional development, which aligns with KnowBe4's values of continuous improvement and innovation.
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 complex issues you've resolved in the past and how you approached them. Use specific examples that highlight your problem-solving skills and technical depth.
✨Communicate Clearly and Effectively
Excellent verbal and written communication skills are crucial for this role. Practice explaining complex technical concepts in simple terms, as you'll need to communicate with various stakeholders. Consider preparing a few scenarios where you successfully communicated technical information to non-technical audiences.
✨Emphasise Collaboration and Teamwork
This position requires strong collaborative skills. Be ready to share examples of how you've worked effectively within cross-functional teams. Highlight any experiences where you led initiatives or contributed to team success, especially in high-pressure situations.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your critical incident response and troubleshooting abilities. Think through potential technical challenges you might face in this role and how you would approach resolving them. This will show your strategic problem-solving skills and readiness for the job.
