Tech Support (Hybrid)

To learn more about our team and office culture in São Paulo, Brazil, visit the following links. 
Careers Page: https://www.knowbe4.com/careers/locations/sao-paulo
Glassdoor: https://www.glassdoor.com/Location/KnowBe4-S%C3%A3o-Paulo-Location-EI_IE969384.0,7_IL[…]M_-C1lsxoZq7Cx8IriVE8MkrzuTmnJzqego77RAWZz9sqGt_55BflwYKpQeg
LinkedIn: https://www.linkedin.com/company/knowbe4/life/brazil/

Job Summary

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) 

Work Environment & Hybrid Rhythm

• The Success Hub: Our flagship office is located in Vila Olímpia—the heart of São Paulo’s tech and innovation scene. The space is highly accessible via the Emerald Line (CPTM - Vila Olímpia Station) and major transit corridors.

• The Schedule: 2 days in-office, 3 days remote. To maximize collaboration while keeping our physical footprint lean, we use a split schedule (Group A: Mon/Tue | Group B: Wed/Thu). You will align with your manager on your group assignment.

Key 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

Technical Skills & Qualifications

• Language Proficiency: * English: Advanced/Fluent (Required). Must be comfortable conducting technical training and taking live calls in English.

  • Portuguese: Native/Near-native speaking and writing skills.

• Email Infrastructure & Protocols: * 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.

• Experience: 1+ years in a customer-facing technical support or help desk role. Experience in a SaaS environment is highly preferred.

• Education: 2-year degree in a technical field or equivalent work experience.

• Professional Competencies:

  • 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.

Additional Requirements

• Communication: Ability to explain complex technical concepts clearly to both technical and non-technical audiences.

• Application Note: Please submit your resume in English. The interview process will be conducted primarily in English.