Tech Support (Hybrid)
The Technical Support Specialist at KnowBe4 plays a crucial role in delivering exceptional assistance to our global customer base. This position is based in São Paulo, Brazil, and operates on a hybrid schedule, requiring two days in the office each week. While the role primarily supports Portuguese-speaking customers, the majority of daily interactions—including handling tickets, live calls, and webinars—are conducted in English. Therefore, fluency in English is essential for success in this position.
Key responsibilities include managing a high volume of technical support tickets and phone calls in both English and Portuguese, hosting technical webinars and product demonstrations for a global audience, and assisting customers with the implementation and configuration of the KnowBe4 platform. This involves ensuring successful email delivery through various security layers, such as Secure Email Gateways (SEGs) and cloud email servers like Microsoft 365 and Google Workspace. Additionally, the specialist will collaborate with global Customer Success and Research & Development teams to investigate, document, and resolve complex technical issues.
Candidates should possess advanced or fluent proficiency in English and native or near-native proficiency in Portuguese. A strong understanding of email server environments and SEGs is required, along with knowledge of email authentication protocols like SPF, DKIM, and DMARC. Experience in troubleshooting email delivery issues, including header analysis and whitelisting logic, is also necessary. Applicants should have at least one year of experience in a customer-facing technical support or help desk role, preferably within a SaaS environment, and hold a two-year degree in a technical field or equivalent work experience.
KnowBe4 offers a comprehensive benefits package, including company-wide bonuses based on monthly sales targets, employee referral bonuses, adoption assistance, tuition reimbursement, certification reimbursement, and certification completion bonuses. The work environment is modern, high-tech, and fun, promoting a culture of continuous professional development and engagement.