Tech Support (Hybrid)
KnowBe4 empowers the modern workforce to make smarter security decisions every day. Trusted by more than 70,000 organizations worldwide, KnowBe4 is the pioneer of digital workforce security, securing both AI agents and humans. The KnowBe4 Platform provides attack simulation and training, collaboration security, and agent security powered by AIDA (Artificial Intelligence Defense Agents) and a proprietary Risk Score. The platform leverages 15-years of behavioral data to combat advanced threats including social engineering, prompt injection, and shadow AI. By securing humans and agents, KnowBe4 leads the industry in workforce trust and defense.
Brazil positions open to candidates located in São Paulo.
Please submit your resume in English.
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
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.
- Ability to work a hybrid schedule out of our São Paulo office located in Vila Olímpia
Our Fantastic Benefits
We offer company-wide bonuses based on monthly sales targets, employee referral bonuses, adoption assistance, tuition reimbursement, certification reimbursement, and certification completion bonuses - all in a modern, high-tech, and fun work environment. For more details about our benefits in each office location, please visit www.knowbe4.com/careers/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.