Tech Support (Hybrid)

The Technical Support Specialist provides world-class assistance to our global customer base. While this role provides essential support to our Portuguese-speaking customers as needed, a large majority of daily operations—including tickets, live calls, and webinars—are conducted in English. We are looking for a candidate with exceptional English fluency, a strong technical grasp, and a love for helping others. This role will be hybrid (2 days in office in São Paulo).

Responsibilities

Manage a high volume of technical support tickets and phone calls in English and Portuguese for customers worldwide; Host and facilitate technical webinars and product demonstrations for a global audience; Assist customers in implementation and configuration of the KnowBe4 platform to ensure successful email delivery through various security layers, including Secure Email Gateways (SEGs) and cloud email servers (M365, Google Workspace); Partner with global Customer Success and R&D teams to investigate, document, and resolve complex technical bugs; Manage ticketing queue, ensuring timely resolution of reports and requests; Answer incoming calls from Technical Coordinators to address customer questions and resolve product-related issues

Requirements

Advanced/Fluent English (required) - comfortable conducting technical training and taking live calls in English; Native/Near-native Portuguese speaking and writing skills; Strong understanding of Email Server environments and Secure Email Gateways (SEGs); Knowledge of email authentication protocols: SPF, DKIM, and DMARC; Experience troubleshooting email delivery, including header analysis and whitelisting logic within an email environment; 1+ years in a customer-facing technical support or help desk role; 2-year degree in a technical field or equivalent work experience; Excellent time management and organization skills with the ability to prioritize tasks in a fast-paced environment; Ability to demonstrate integrity, accountability, respect, and commitment as a representative of the company; Strong collaborative and teamwork skills; Ability to explain complex technical concepts clearly to both technical and non-technical audiences; Please submit your resume in English; Ability to work a hybrid schedule out of the São Paulo office in Vila Olímpia

Nice to have

Experience in a SaaS environment

Benefits

Company-wide bonuses based on monthly sales targets; employee referral bonuses; adoption assistance; tuition reimbursement; certification reimbursement; certification completion bonuses; modern, high-tech, and fun work environment