Core Support Technician (Located in Sheffield, England)

KnowBe4 empowers the modern workforce to make smarter security decisions every day. Trusted by more than 70,000 organizations worldwide, KnowBe4 is the pioneer of digital workforce security, securing both AI agents and humans. The KnowBe4 Platform provides attack simulation and training, collaboration security, and agent security powered by AIDA (Artificial Intelligence Defense Agents) and a proprietary Risk Score. The platform leverages 15-years of behavioral data to combat advanced threats including social engineering, prompt injection, and shadow AI. By securing humans and agents, KnowBe4 leads the industry in workforce trust and defense.
To learn more about our team and office culture in England (UK), visit the following links.
Careers Page: https://www.knowbe4.com/careers/locations/york
Glassdoor: https://www.glassdoor.com/Location/KnowBe4-York-Location-EI_IE969384.0,7_IL.8,12_IC3297365.htm
LinkedIn: https://www.linkedin.com/company/knowbe4/life/uk/
The 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.
Responsibilities:
Assist in the implementation and configuration of KnowBe4 products to meet specific customer needs and environments
Collaborate with Product team by providing customer feedback for product enhancement
Communicate directly with customers to gather details as needed to fully define issues or requests
Work with CSM team to swiftly resolve customer issues
Investigate and document technical issues
Manage ticketing queue, ensuring timely resolution of reports and requests
Apply troubleshooting skills to assist customers with product-related issues
Conduct technical walkthroughs and webinars of KnowBe4's products
Answer incoming calls from Technical Coordinators to address customer questions and resolve product-related issues
Minimum Qualifications:
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
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, and certification completion bonuses - all in a modern, high-tech, and fun work environment. For more details about our benefits in each office location, please visit www.knowbe4.com/careers/benefits.
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.