Snr. Advanced Support Engineer (Position located in Sheffield, United Kingdom)

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 years 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.

Our Fantastic Benefits

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.