Advanced Support Technician (IT Security)

TL;DR

Advanced Support Technician (IT Security): Providing high-level technical support and issue resolution for the KMSAT console with an accent on software troubleshooting, customer onboarding, and configuration. Focus on resolving escalated help-desk tickets, conducting technical walkthroughs, and collaborating with R&D and Product teams to enhance platform functionality.

Location: Position located in Leeds, United Kingdom

Company

hirify.global is a global leader in Human Risk Management, providing AI-powered security training and risk intelligence to over 70,000 organizations worldwide.

What you will do

• Provide advanced technical support for software issues and resolve escalated help-desk tickets.
• Consult with customers on the implementation and configuration of the KMSAT console.
• Collaborate with CSMs and Sales teams to deliver platform demonstrations and technical walkthroughs.
• Document technical issues and communicate trends and patterns to the R&D and Product teams.
• Assist customers with onboarding and general platform troubleshooting.
• Provide training and mentorship to other team members on the KMSAT console.

Requirements

• Must be located in or be able to work from Leeds, United Kingdom.
• Minimum of 1 year of experience in a technical support or similar role.
• Familiarity with standard IT Security concepts, practices, and procedures.
• Strong technical troubleshooting and analysis abilities.
• Excellent verbal and written communication skills.
• Ability to work independently with minimal supervision.

Nice to have

• Familiarity with firewall and email protocols.
• A two-year degree.

Culture & Benefits

• Company-wide bonuses based on monthly sales targets.
• Employee referral bonuses and certification completion bonuses.
• Tuition and certification reimbursement.
• Adoption assistance.
• Modern, high-tech work environment.