Kaspersky
Website:
kaspersky.com
Job details:
Responsibilities
1. Technical Support & Incident Resolution
• Act as the first technical point of contact for assigned enterprise/MSA customers and handle technical requests related to Kaspersky products.
• Analyze, prioritize, and resolve customer issues based on technical complexity and business criticality.
• Drive issues to resolution within agreed service levels, using first-call resolution or effective workarounds wherever possible.
• Troubleshoot product, system, configuration, and integration issues using logs, traces, system analysis, and other diagnostic techniques.
• Take full ownership of customer issues and ensure clear communication of status, next steps, and expected resolution timelines.
• Escalate complex or product-related issues to Expert/R&D teams with the required technical information and continue to drive them to closure.
2. Customer Success & Relationship Management
• Build strong working relationships with customer technical teams and key stakeholders.
• Understand the customer's technical environment and business requirements and provide recommendations that improve the effectiveness of Kaspersky solutions.
• Help customers understand Kaspersky product capabilities, configurations, limitations, and best practices.
• Support customers with implementation, upgrades, configuration, health checks, and ongoing product adoption.
• Maintain a proactive approach by identifying technical risks and addressing potential issues before they become major incidents.
• Participate in customer meetings, including onsite engagements, and provide clear technical guidance and recommendations.
3. Collaboration & Internal Coordination
• Work closely with CSAM, Sales, Presales, Support, Professional Services, Product Management, and R&D to deliver the right customer outcome.
• Support CSAMs in complex customer discussions by providing technical expertise and recommendations.
• Provide technical input for renewals, expansions, upsell opportunities, and new solution discussions where required.
• Coordinate with internal expert teams to ensure customer issues are resolved efficiently and customer expectations are properly managed.
4. Professional Services & Technical Enablement
• Deliver or support Kaspersky Professional Services activities such as implementation, configuration, migration, upgrades, training, health checks, and technical workshops.
• Provide knowledge transfer and technical documentation to help customers operate and maintain Kaspersky solutions effectively.
• Create and maintain technical documentation, including solutions, troubleshooting steps, workarounds, and best practices.
• Contribute relevant technical knowledge and solutions to the internal Knowledge Base.
5. Prevention & Continuous Improvement
• Identify recurring issues, technical risks, product limitations, and customer pain points and proactively recommend corrective actions.
• Develop and communicate effective workarounds when permanent product fixes are not immediately available.
• Provide structured feedback to Product Management and R&D based on real-world customer experience.
• Continuously develop technical expertise across assigned Kaspersky products and maintain the required Kaspersky and relevant vendor certifications.
• Follow Kaspersky's technical support processes, security requirements, and compliance policies.
6. Service & Business Outcomes
The CSE is expected to contribute to:
• High customer satisfaction and retention
• Faster resolution and lower escalation rates
• Higher first-call resolution
• Better product implementation and adoption
• Reduced dependency on R&D / third-line support
• Successful renewals, expansions, and additional product adoption
Experience
• At least 3 years of experience in L1/L2 customer support, technical support, professional services, or technical account management.
• Experience in IT Service Delivery, IT Project Delivery, and IT Security/Infrastructure Maintenance.
• Hands-on experience troubleshooting enterprise IT, infrastructure, and cybersecurity environments.
• Experience working with SIEM, XDR, EDR, or other cybersecurity solutions.
• Experience handling customer-facing technical issues, coordinating with internal technical/R&D teams, and driving issues through to resolution.
Technical Expertise
• Linux & Networking: Decent hands-on experience with Linux OS (Ubuntu, CentOS, and other variants) and enterprise networking technologies such as TCP/IP, DNS, DHCP, Firewall, routing, and Active Directory.
• Microsoft: Experience with Microsoft Windows Server 2019+ and Windows 10/11. Microsoft certification is an advantage.
• PostgreSQL / ClickHouse: Fundamental knowledge of PostgreSQL and ClickHouse, including basic database troubleshooting, logs, and performance concepts.
• Kubernetes: Basic working knowledge of Kubernetes concepts, components, pods, services, deployments, and basic troubleshooting.
• SIEM / XDR: Experience with any SIEM, XDR, EDR, or cybersecurity platform.
• Virtualization: Working knowledge of virtualization technologies such as VMware ESXi and Hyper-V.
• Troubleshooting: Ability to analyse and troubleshoot logs, traces, dump files, system performance, and network traffic using tools such as Wireshark, Windows Event Logs, and Linux system logs.
• Ability to troubleshoot issues across OS, networking, databases, virtualization, and security applications, and identify the appropriate escalation path.
Communication Skills
• Professional-level phone communication skills.
• Strong written and verbal communication skills.
• Strong interpersonal and stakeholder-management skills.
• Good negotiation and influencing skills.
• Ability to articulate technical issues clearly, communicate next steps with confidence, and manage customer expectations.
• Ability to communicate effectively with customers, partners, internal teams, and R&D.
Personal Skills
• Strong analytical and troubleshooting skills.
• Strong time-management and prioritization skills.
• Sound decision-making and critical-thinking abilities.
• Structured and process-oriented working style.
• Demonstrates ownership of customer issues and actively drives issue resolution, root-cause analysis, and remediation.
• Ability to work independently and collaboratively with cross-functional teams.
• Must be able to work flexible and on-duty hours when required.
• Travel readiness.
Education / Technical Certifications
• Completed degree or professional education in Information Technology, Information Systems, Computer Science, or a related field.
• Relevant industry certifications are an advantage:
o CompTIA Network+
o CompTIA Security+
o CompTIA Server+
o MCP – Windows Server 2008+ / Windows 7+
o RHCSA (Linux)
o ITIL Foundation
• Internal career path requirements, where applicable.
Languages
• English: Professional verbal and written communication skills.
• Official language of the job location: Verbal and written proficiency.
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