Summary
Tech Support role at KnowBe4, the global leader in Human Risk Management, supporting the company's cybersecurity and AI-powered threat defense platform used by over 70,000 organizations worldwide.
Job Description
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 Tokyo, Japan, visit the following links.
Careers Page: https://www.knowbe4.com/careers/locations/tokyo
Glassdoor: https://www.glassdoor.com/Jobs/KnowBe4-Ad-Tokyo-Jobs-EI_IE969384.0,7_KO8,10_IL.11,16_IS5263.htm
The Core Support Technician is the first line of contact for customer support, responsible for resolving a wide range of product-related issues and inquiries. This role focuses on providing excellent customer service, troubleshooting KnowBe4 products, and ensuring timely resolution of support tickets. The ideal candidate combines strong technical and time management skills with effective communication abilities to assist customers, collaborate with internal teams, and contribute to overall product improvement.
Responsibilities:
- Assist in the implementation and configuration of KnowBe4 products to meet specific customer needs and environments
- Collaborate with Product team by providing customer feedback for product enhancement
- Communicate directly with customers to gather details as needed to fully define issues or requests
- Work with CSM team to swiftly resolve customer issues
- Investigate and document technical issues
- Manage ticketing queue, ensuring timely resolution of reports and requests
- Apply troubleshooting skills to assist customers with product-related issues
- Conduct technical walkthroughs and webinars of KnowBe4's products
- Answer incoming calls from Technical Coordinators to address customer questions and resolve product-related issues
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.
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