ECS-Core Support Technician (Position located in Melbourne, Australia)

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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

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