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ECS-Core Support Technician (Located in Sheffield, England)

KnowBe4

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Location
Sheffield, England, United Kingdom
Department
Customer Success
Experience
1+ years
Source
Greenhouse

Description

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 (ECS Specialist) is the first line of contact for customer support, primarily responsible for resolving a wide range of product-related issues and inquiries primarily related to our Email and Collaboration Security (ECS) product lines. While the role maintains a dedicated focus on ECS, this position must also be able to support the broader KSAT support volume/queue as business needs require, ensuring timely coverage during periods of high demand or staffing gaps. This role focuses on providing excellent customer service, troubleshooting KnowBe4 products, and ensuring timely resolution of support tickets across both ECS and general KSAT queues as needed. 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
  • Troubleshoot mail flow logs, headers, and transport rules to diagnose and resolve complex issues related to the ECS product suite.
  • Identify and speak to efficacy related issues and escalate as needed.
  • Communicate directly with customers to gather details as needed to fully define issues or requests
  • Identify, escalate and help resolve critical customer issues related to impacted mail flow.
  • 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 or customers directly to address customer questions and resolve product-related issues
Minimum Qualifications:
  • Familiarity with standard concepts, practices and procedures within the IT Security Field
  • Strong understanding of cloud security architecture, mail flow protocols (SPF, DKIM, DMARC), and enterprise-grade email threat landscapes.
  • 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.

Skills

Customer Service