Tech Support (Position located in Cape Town, South Africa)

KnowBe4 is the global leader in Human Risk Management, trusted by over 70,000 organizations worldwide to secure their employees and AI agents for over 15 years. We're pioneering a new era of security. AI-powered since 2016. And market-leading since day one.

Our HRM+  combines continuous risk intelligence, advanced technical defenses, and personalized training to help organizations build strong security cultures. We help organizations understand, measure, and reduce human risk across their entire workforce, defending against, deepfakes, and emerging AI-powered threats.

We believe that protecting organizations from cyberthreats and creating a positive environmental impact go hand in hand. True resilience is collective, it requires us to protect our people, our data, and our planet.

Please submit your resume in English.

To learn more about our team and office culture in Cape Town, South Africa visit the following links. 
Careers Page: https://www.knowbe4.com/careers/locations/cape-town
Glassdoor: https://www.glassdoor.com/Location/KnowBe4-Cape-Town-Location-EI_IE969384.0,7_IL.8,17_IC2653748.htm
LinkedIn: https://www.linkedin.com/company/knowbe4/life/southafrica/

The Tech Support position will work alongside the Customer Success Managers and Sales Representatives to assist the organization’s customers and/or end-users with troubleshooting issues related to onboarding, the use of the platform and other general KMSAT console problems. The individual in this position will be first in line to resolve help-desk tickets.

Responsibilities:

• Consult with the organization’s customers or end-users regarding the implementation and configuration of KnowBe4’s products to modify it to suit the customer’s needs
• Test and configure KnowBe4’s products and modify it so that it could function in each customer’s unique environment
• Work in conjunction with the Product team to provide feedback or other information needed to enhance KnowBe4’s products 
• Consult with customers for new product ideas and enhancements related to the KMSAT console
• Communicate directly with clients or end-users to gather details as needed to fully define issues or new requirements
• Work collaboratively with CSM team to quickly resolve customer’s issues
• Investigate and document technical issues and communicate any trends or patterns to the Research & Development team 
• Monitor the ticketing queue to prioritize, allocate and ensure timely resolution of issue reports and change requests
• Apply troubleshooting and problem-solving skills to guide and assist the end-user community on issues related to design, development and deployment of KnowBe4 products
• Investigate and document issue reports and communicate findings to development team or clients as required 
• Present technical walk throughs to customers

Minimum 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

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.