Core Support (IT Security Support)

TL;DR

Core Support (IT Security Support): Serving as the first line of contact for customer support, managing and resolving product-related issues, and troubleshooting technical issues related to KnowBe4 products with an accent on IT security fundamentals, email protocols, and firewall concepts. Focus on diagnosing, investigating, and documenting technical issues to ensure accurate and effective resolutions, and assisting customers with product configuration and technical walkthroughs.

Location: Hybrid in Costa Rica

Company

Encora is a global company that offers Software and Digital Engineering solutions.

What you will do

• Serve as the first line of contact for customer support by managing and resolving product-related issues through tickets and calls.
• Troubleshoot, investigate, and document technical issues related to KnowBe4 products.
• Collaborate closely with Customer Success, Product, and Technical teams to resolve customer issues and provide feedback for product improvements.
• Assist customers through product configuration, technical walkthroughs, and webinars to support proper implementation and usage.

Requirements

• Hands-on experience providing technical support and troubleshooting software or SaaS products.
• Strong understanding of IT security fundamentals, including email protocols, phishing techniques, and firewall concepts.
• Ability to diagnose, investigate, and document technical issues with accuracy and attention to detail.
• Experience managing support tickets and prioritizing incidents based on impact and urgency.
• Technical proficiency in configuring and supporting software applications in customer environments.
• Ability to analyze logs, system behavior, and user inputs to identify root causes of issues.

Culture & Benefits

• Global company focused on Software and Digital Engineering solutions.
• Commitment to diversity and inclusion, hiring professionals based solely on their skills.
• Opportunity to collaborate with cross-functional teams.