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

Job Description

KnowBe4 is seeking a Senior Advanced Support Engineer to join their team in Sheffield, United Kingdom. KnowBe4 is a provider of security awareness training and simulated phishing platforms, helping organizations manage social engineering risks.

The Senior Advanced Support Engineer will be the technical expert within the support organization, resolving complex issues and driving technical excellence. The role involves developing knowledge bases, leading technical training, and collaborating with Product Management and Engineering teams to improve product quality and customer satisfaction.

Responsibilities:

• Lead the resolution of complex technical issues.
• Develop and maintain technical documentation.
• Design and deliver technical training programs.
• Assist in incident response during product outages.
• Spearhead preparation efforts for product launches.
• Collaborate with Product Management and Engineering teams.
• Coordinate with Product Services for documentation alignment.
• Engage with third-party vendors to resolve issues.
• Apply advanced troubleshooting skills.
• Monitor and analyze trends in support tickets.
• Contribute to the development of best practices.
• Provide strategic guidance on product implementation.
• Lead initiatives for continuous improvement.
• Mentor and develop Advanced Support Engineers.

Requirements:

• Familiarity with IT Security concepts.
• Minimum of 3 years of experience in a similar role.
• Familiarity with firewall and email protocols.
• Two-year degree preferred.
• Excellent communication skills.
• Highly organized and result-oriented.
• Excellent time management skills.
• Strong troubleshooting and analysis ability.
• Demonstrated integrity, accountability, respect, and commitment.
• Strong collaborative and teamwork skills.
• Ability to work with minimal supervision.

KnowBe4 offers:

• Company-wide bonuses based on monthly sales targets.
• Employee referral bonuses.
• Adoption assistance.
• Tuition reimbursement.
• Certification reimbursement.
• Certification completion bonuses.
• Relaxed dress code.