{"id":119879,"url":"https://alion.io/job/knowbe4-tech-support-hybrid","title":"Tech Support (Hybrid) (Fluent in English)","company":{"id":4239,"name":"KnowBe4","domain":"knowbe4.com","url":"https://alion.io/company/knowbe4","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":84,"open_postings":32,"ghost_share":0,"stale_share":0.438,"repost_share":0,"time_to_fill_p50_days":79,"computed_at":"2026-10-16T05:45:00Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["São Paulo, Brazil"],"countries":["BR"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":16000,"max_usd":46000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":957},"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"Google Workspace","optional":false}],"status":"live","first_seen_at":"2026-05-20T19:27:41Z","employer_posted_date":"2026-10-09","last_verified_at":"2026-10-16T08:23:58Z","board_verified":true,"closed_at":null,"days_open":148,"trust":{"level":"ok","repost_count":0,"flags":[],"days_open":148},"description":"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.\n\nBrazil positions open to candidates located in São Paulo.\nPlease submit your resume in English.\nTo learn more about our team and office culture in São Paulo, Brazil, visit the following links. \nCareers Page: https://www.knowbe4.com/careers/locations/sao-paulo\nGlassdoor: https://www.glassdoor.com/Location/KnowBe4-S%C3%A3o-Paulo-Location-EI_IE969384.0,7_IL[…]M_-C1lsxoZq7Cx8IriVE8MkrzuTmnJzqego77RAWZz9sqGt_55BflwYKpQeg\nLinkedIn: https://www.linkedin.com/company/knowbe4/life/brazil/\nJob Summary\nThe 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) \nWork Environment & Hybrid Rhythm\nThe 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.\n\nThe 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.\n\nKey Responsibilities\nManage a high volume of technical support tickets and phone calls in English and Portuguese for customers worldwide.\nHost and facilitate technical webinars and product demonstrations for a global audience.\n\nAssist 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).\n\nPartner with global Customer Success and R&D teams to investigate, document, and resolve complex technical bugs.\n\nManage ticketing queue, ensuring timely resolution of reports and requests\nAnswer incoming calls from Technical Coordinators to address customer questions and resolve product-related issues\nTechnical Skills & Qualifications\nLanguage Proficiency: * English: Advanced/Fluent (Required). Must be comfortable conducting technical training and taking live calls in English.\nPortuguese: Native/Near-native speaking and writing skills.\n\nEmail Infrastructure & Protocols: * Strong understanding of Email Server environments and Secure Email Gateways (SEGs).\nKnowledge of email authentication protocols: SPF, DKIM, and DMARC.\n\nExperience troubleshooting email delivery, including header analysis and whitelisting logic within an email environment.\n\nExperience: 1+ years in a customer-facing technical support or help desk role. Experience in a SaaS environment is highly preferred.\n\nEducation: 2-year degree in a technical field or equivalent work experience.\n\nProfessional Competencies:\nExcellent time management and organization skills with the ability to prioritize tasks in a fast-paced environment.\n\nAbility to demonstrate integrity, accountability, respect, and commitment as a representative of the company.\n\nStrong collaborative and teamwork skills.\n\nAdditional Requirements\nCommunication: Ability to explain complex technical concepts clearly to both technical and non-technical audiences.\n\nApplication Note: Please submit your resume in English. The interview process will be conducted primarily in English.\n\nAbility to work a hybrid schedule out of our São Paulo office located in Vila Olímpia\nOur Fantastic Benefits\nWe 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.\nNote: An applicant assessment and background check may be part of your hiring procedure.\nIndividuals 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.\nNo recruitment agencies, please.","description_format":"text","description_chars":5370,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false},{"language":"Portuguese","level":"Proficiency (C2)","optional":false}]},"benefits":["Certification reimbursement"],"hiring_locations":[{"name":"Brazil","iso":"BR","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Information Security","Security Compliance","Email Security"],"lifecycle":[{"event":"open","at":"2026-05-20T19:27:41Z"}],"visa":[],"liveness":{"score":17,"band":"cold","label":"Long shot","p_open":1,"p_active":0.476,"p_room":0.36,"age_days":148,"expected_fill_days":79,"reasons":["conf:2","velocity","win:tail","crowd:junior"],"computed_at":"2026-10-16T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/knowbe4-tech-support-hybrid","json_url":"https://alion.io/job/knowbe4-tech-support-hybrid.json","meta":{"generated_at":"2026-10-16T08:28:19Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":6398,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-17T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4239},"rest":"https://alion.io/mcp/rest/get_company?id=4239"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fknowbe4-tech-support-hybrid"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fknowbe4-tech-support-hybrid"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fknowbe4-tech-support-hybrid"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/knowbe4-tech-support-hybrid\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fknowbe4-tech-support-hybrid"}]}