Core Support Intern (Hybrid)

The Opportunity

Join our Technical Support team as a hands-on learner who helps customers succeed with our security awareness platform. As a Technical Support Intern, you'll be the problem-solver who turns customer questions into resolved issues—working directly with users to troubleshoot technical challenges, configure products to fit their environments, and ensure they get the most value from our platform. You'll gain real-world experience managing support tickets, conducting technical walkthroughs, investigating product issues, and collaborating across teams to deliver solutions that work. The successful candidate is naturally curious about cybersecurity, thrives on helping others solve problems, and takes genuine pride in being the technical resource who makes customers successful while building valuable career skills.

What You'll Do

• Customer Support: Respond to incoming calls and tickets from customers experiencing product-related issues, applying troubleshooting skills to diagnose problems, provide clear solutions, and ensure timely resolution of technical questions.
• Technical Investigation: Research and document technical issues by identifying root causes and working with internal teams to resolve complex scenarios that impact customer experience.
• Product Implementation: Assist customers with configuring and implementing KnowBe4 products to meet their specific business needs and technical environments, ensuring smooth setup and optimal platform performance.
• Queue Management: Monitor and manage the technical support ticketing queue, prioritizing requests appropriately, maintaining clear documentation, and ensuring nothing falls through the cracks while meeting resolution time targets.
• Customer Education: Conduct technical walkthroughs and webinars that help customers understand product features, demonstrate best practices for security awareness programs, and answer questions that build their confidence using the platform.
• Cross-Team Collaboration: Work closely with Customer Success Managers and Product teams to escalate issues when needed, share customer feedback that drives product improvements, and gather information required to fully resolve technical requests.
• Continuous Learning: Complete comprehensive technical support training focused on KnowBe4 platforms, security awareness concepts, social engineering threats, and how to implement effective security programs across diverse business environments.

Training:

One month of technical support training at the beginning of the internship. Core Support tech training will focus on overall use of the KnowBe4 platforms and understanding how to implement a security awareness program in any business environment.

What You'll Bring

You're the kind of student who enjoys solving technical puzzles, stays organized when managing multiple priorities, and genuinely likes being the person who helps others understand complex technology.

• Currently enrolled and working toward a degree in Computer Science, Information Technology, Cybersecurity, or a similar program—you're building technical knowledge and looking for hands-on experience applying what you're learning.
• Strong communication skills with the ability to explain technical concepts clearly to non-technical users—you write professional emails, speak confidently on customer calls, and know how to adjust your approach based on who you're helping.
• Natural troubleshooting mindset—you're comfortable investigating problems methodically, researching solutions independently, and applying logical thinking to diagnose issues you haven't seen before.
• Excellent organization and time management—you can manage multiple support tickets simultaneously, follow through on commitments, and work effectively with minimal supervision once trained.
• Collaborative team player with strong interpersonal skills—you work well with diverse teammates, ask for help when needed, and contribute positively to team success.
• Accountability and professionalism—you demonstrate integrity in customer interactions, take ownership of tickets assigned to you, and show respect for both customers and colleagues.

Bonus points if you have:

• Coursework or certifications in network administration, networking fundamentals, or system administration
• Basic understanding of security concepts, phishing, or social engineering tactics
• Familiarity with ticketing systems or customer support tools
• Experience with virtual environments, troubleshooting, or technical configuration
• Interest in pursuing a career in technical support or cybersecurity

Why You'll Love It Here

• Real-World Experience: Build practical technical support skills that employers value; you'll work on actual customer issues, use professional support tools, and develop troubleshooting abilities that translate directly to your career.
• Hands-On Technical Learning: Gain experience replicating real-world technical issues in virtual environments, giving you safe space to investigate problems, test solutions, and build confidence solving complex technical scenarios.
• Cybersecurity Expertise: Develop an understanding of defense-in-depth and other security concepts with hands-on experience—deepening your knowledge of social engineering threats, security awareness strategies, and how organizations protect against cyberattacks.
• Mentorship & Growth: Work alongside experienced Technical Support professionals who invest in your development, answer your questions, and help you build both technical and professional skills in a supportive team environment.
• Career Foundation: Gain experience that opens doors - many of our full-time Technical Support team members and other roles across the company started as interns who proved their value and grew with us.