Current openings at Egress, a Knowbe4 Company
New
Snr. Advanced Support Engineer (Position located in Sheffield, United Kingdom)
The Senior Advanced Support Engineer represents the pinnacle of technical expertise within the support organization, focusing on resolving the most complex and critical issues while driving technical excellence across all support tiers. This role is pivotal in developing advanced knowledge bases, spearheading technical training initiatives, and collaborating at a high level with Product Management and Engineering teams to significantly enhance product quality and customer satisfaction. The ideal candidate possesses exceptional technical depth, strong leadership skills, and the ability to influence cross-functional teams. They excel in critical incident response, strategic problem-solving, and translating complex technical concepts for various stakeholders. This position plays a crucial role in shaping support strategies, leading major product launch preparations, and driving continuous improvement in support processes and tools.
Responsibilities:
* Lead the resolution of the most complex and critical technical issues, serving as the final escalation point within the support organization.
* Develop and maintain comprehensive internal technical documentation for support teams.
* Design and deliver high-level technical training programs for support teams, focusing on advanced troubleshooting techniques and emerging technologies.
* Assist in incident response during product outages, working closely with Engineering teams.
* Spearhead preparation efforts for major product or feature launches, including comprehensive testing, technical documentation, and support strategy development.
* Collaborate with the Product Management team to provide in-depth technical feedback and insights.
* Foster strong relationships with Engineering teams, leading joint initiatives to resolve complex product issues and drive significant improvements.
* Coordinate with Product Services to ensure alignment between internal and customer-facing documentation.
* Engage with third-party vendors to resolve customer-impacting issues.
* Apply advanced troubleshooting and problem-solving skills to address complex customer issues.
* Monitor and analyze trends in complex support tickets, providing insights to improve product performance.
* Contribute to the development of best practices and standard operating procedures for support teams.
* Provide strategic guidance on the implementation and configuration of KnowBe4 products for high-profile or complex customer environments.
* Lead initiatives for continuous improvement of support processes and tools, driving innovation in service delivery.
* Mentor and develop Advanced Support Engineers, fostering technical excellence and career growth within the team.
Minimum Qualifications:
* Familiarity with standard concepts, practices and procedures within the IT Security Field.
* A minimum of 3 year experience in similar or related position.
* Familiarity with firewall and email protocols is preferred.
* Two-year degree 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.
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