Snr. Technical Product Specialist (Post-Sales)

The Snr. Technical Product Specialist is  responsible for providing technical support to customers by resolving customer questions and recommending technical solutions or collaborating with Tech Support and Product Management for complex technical issues. This position will be responsible for conducting live product demonstrations over the phone, via webinars, and face-to-face where applicable.  In addition, this position will be charged with working through advanced deployment strategies for KnowBe4 products.

Responsibilities:

• Provide post-sale technical support for major prospective customers to answer product questions
• Provide technical product information and procedure expertise to large enterprise customers
• Collaborate with the VP Of Customer Relations and ECSM teams to prepare and deliver deployment for KnowBe4 products to customers
• Engineer custom solutions for large Enterprise customers and document for future use
• Collaborate with internal support teams including Advanced Support Engineers, TPS (Pre-Sales), and Managed Services
• Provide in person, telephone, or web-based product demonstrations as requested by clients and/or Salesforce
• Attend various events, e.g. Trade shows, etc. to maintain customer engagement
• Provide detailed feedback and observation regarding product performance and usability to the Product team based on customer feedback and interaction
• Responsible for developing and maintaining strong working knowledge of KnowBe4 products, services and training materials
• Drive customer interest through platform education
• Communicate directly with customers to gather details as needed to fully define issues or new requirements for product issues 
• Facilitate business solutions considering customer needs and KnowBe4 interests

Qualifications

• A minimum of 2 years in college preferred
• Experience with Gmail and Google Docs
• Experience with MS Office (Word and Excel)
• Experience with web browsers (Chrome, Internet Explorer, etc.)
• Sales Engineer or Advanced Support experience
• Familiarity with standard concepts, practices and procedures within the IT Security Field
• 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
• Motivated, energetic self-starter
• Statistics driven business professional
• Interested and skilled in networking and public speaking
• Strong collaborative and teamwork skills
• Must be able to work with minimal supervision