Tech Support (Position located in Dubai)

About KnowBe4

Join the cybersecurity company that puts security first; literally and without compromise. At KnowBe4 our AI-driven Human Risk Management platform empowers over 70000 organizations worldwide to strengthen their security culture and transform their workforce from their biggest vulnerability into their strongest security asset. As the undisputed industry standard with unusually high customer retention rates and recognition as a Leader by G2 and TrustRadius were not just providing security awareness training - were redefining what it means to be a trusted security partner in an increasingly complex threat landscape.

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.

Please submit your resume in English.

To learn more about our team and office culture in Dubai United Arab Emirates visit the following links.
Careers Page: 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 KnowBe4s products
• Answer incoming calls from Technical Coordinators to address customer questions and resolve product-related issues

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