Senior Technical Support Engineer

Direct message the job poster from Kaspersky

Kaspersky has been protecting individuals and corporate clients all over the world from cyber threats for 27 years. We have 400 million unique users, 270 000 corporate clients, 517 products, 1100 technological patents and 34 offices around the world.

Today our team has more than 5 000 top level experts, all of them regular people with their own talents and hobbies. Together we protect the world from cyber threats.

Join us to become part of an exceptional team, while remaining yourself and using your skills to keep us growing and evolving

As a Senior Technical Account Manager , you will be the primary point of contact for our premium support customers, ensuring their satisfaction with Kaspersky products and services. Your role involves building strong relationships with enterprise clients and partners, optimising product performance, and driving rapid resolution of technical issues within SLA commitments.

Key Responsibilities:

• Manage MSA customer requests to ensure timely and efficient issue resolution;
• Deliver MSA premium support focused on incident resolution and product/service renewal to ensure customer satisfaction;
• Process partners' complex cases, stepping in to manage escalations with HQ when required;
• Support partners with technical topics including webinars, support delivery assistance, and project design;
• Ensure compliance with contractually documented Maintenance Service Agreements;
• Conduct regular onsite visits for MSA Enterprise customers to maintain engagement and address issues proactively;
• Follow all documented processes to maintain organisational visibility of customer issues/requests;
• Facilitate communication between customers, product experts, and development teams to manage escalations requiring fixes or feature requests;
• Collaborate with clients to assess their IT business needs, requirements, and challenges;
• Plan, develop and test technical solutions and architectures meeting client needs;
• Analyse customer business requirements and diagnose product/system issues through end-user consultation;
• Advocate for customers regarding required fixes or feature requests;
• Provide customers with work reports and host review calls for technical/support issues;
• Deliver consultative knowledge transfer and documentation to clients;
• Update product documentation and share customer feedback/feature requests with product managers;
• Deliver Kaspersky Professional Services upon request.

Skills & Qualifications:

Communication

• Fluent in English (written/spoken); Spanish proficiency is a strong plus;
• Proven ability to engage senior technical/management stakeholders;
• Strong interpersonal and negotiation skills.

Technical Expertise

Advanced:

• Microsoft OS : Windows Server 2019+, Windows 10+ (Microsoft Certification preferred );
• Virtualisation : VMware ESXi, Hyper-V;
• Troubleshooting : Wireshark, system logs/dump analysis.

Intermediate:

• MS SQL & Exchange;
• Web/messaging systems.

Nice-to-Have:

• Kaspersky product certifications;
• CompTIA CASP+ or equivalent.

Qualifications

• Bachelor's degree in IT, Computer Science, or related field;
• 7+ years in IT (with 4+ years focused on IT security );
• Certifications : MCP (Windows Server/Windows 10+); CCNA (highly beneficial ); VMware ESXi/Linux certifications;
• Must obtain Kaspersky core certifications within 3 months of hire.

Other Competencies

• Proactive ownership of resolution and root-cause analysis;
• Strong analytical and troubleshooting skills for complex systems;
• Critical thinking and decision-making;
• Excellent time management and prioritisation in fast-paced environments.

Recruitment Process (~3 weeks total):

We value transparency and efficiency, here's what to expect:

• Resume Review.
• Introductory Video Call (30 min | Recruiter).
• Offer & Reference Check.

Seniority level

• Seniority level Mid-Senior level

Employment type

• Employment type Full-time

Job function

• Job function Customer Service and Information Technology
• Industries Computer and Network Security and IT Services and IT Consulting

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