Associate Technical Solutions Specialist

Overview

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

The Technical Account Manager serves as the primary point of contact for ensuring MSA premium support customers' satisfaction with Kaspersky's products and services. This role focuses on establishing and maintaining strong working relationships with designated client contacts while ensuring the proper maintenance and effective utilisation of Kaspersky products within enterprise environments. The TAM guarantees swift resolution of technical issues in accordance with service agreements and manages any necessary technical escalations.

These highly skilled technical professionals serve a critical function in supporting our enterprise clientele, collaborating with various internal teams to address and resolve complex technical issues. Their regular responsibilities include conducting in-depth technical analyses, managing critical incident responses, delivering Professional Services, and spearheading both incident prevention initiatives and resolution strategies.

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;
• 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.

Technical Support Engineer

The Technical Support Engineer provides technical support across enterprise environments and collaborates with product, engineering, and tier 1 & 2 teams to resolve complex issues. This role emphasizes building strong relationships with customers and internal teams, ensuring timely issue resolution and effective communication.

Key Responsibilities:

• Serve as the escalation point for Tier 2 on complex, technical customer support issues;
• Troubleshoot software bugs, data anomalies, API issues, performance concerns, and environment-specific problems;
• Collaborate with Engineering and Product teams to diagnose root causes, document findings, and follow through on resolutions;
• Reproduce customer issues, collect logs, analyze error messages, and recommend workarounds when necessary;
• Maintain deep knowledge of the client's platform, integrations, APIs, and system behavior;
• Contribute to internal documentation and knowledge sharing to improve team-wide troubleshooting;
• Identify patterns in support cases and provide insights to Product and Engineering for continuous improvement;
• Participate in post-incident reviews and ensure learnings are translated into process or product changes.

Required Experience

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.

Technical Support Specialist

Job Title: Technical Support Specialist

Job Description: The Technical Support Specialist will be responsible for handling customer complaints and providing technical assistance to distributors and end-users.

Key Responsibilities:

• Resolve customer issues related to product malfunctions, installation, and maintenance;
• Provide timely and effective technical support to customers, sales & marketing teams;
• Offer on-site support to distributors for critical projects and cases;
• Collect and analyze customer feedback and market information from end-users.

Required Skills and Qualifications:

Technical Skills:

• Strong knowledge of products and their applications;
• Excellent problem-solving and analytical skills;
• Effective communication and interpersonal skills.

Education and Experience:

• Bachelor's degree in a relevant field;
• Minimum 2 years of experience in a technical support role;
• A competitive salary package will be offered based on qualifications and experience.

Others:

Equal opportunities employer. We welcome applications from diverse candidates.

Technical Support Specialist

Technical Support Specialist — Business Solutions Expert:

Our ideal candidate will play a pivotal role in delivering top-notch customer experiences for our clients. With a strong background in Tier 3 software support and bilingual proficiency in English and either Spanish or Portuguese, they will investigate, diagnose, and resolve complex product and integration issues.

We are seeking an innovative professional to join our Customer Services team in the U.S. who is passionate about leveraging technology to drive business growth. Our client provides commodities managers with task automation and timely insights on their trades.

Key Responsibilities

• Serve as the escalation point for Tier 2 on complex technical customer support issues.
• Troubleshoot software bugs, data anomalies, API issues, performance concerns, and environment-specific problems.
• Collaborate with Engineering and Product teams to diagnose root causes, document findings, and follow through on resolutions.
• Maintain deep knowledge of the client's platform, integrations, APIs, and system behavior.
• Contribute to internal documentation and knowledge sharing to improve team-wide troubleshooting.

Requirements

• Excellent English and either Spanish or Portuguese communication skills.
• 3+ years of experience in technical support, including Tier 3 support, preferably in a SaaS or enterprise software environment.
• Strong troubleshooting skills and technical fluency, such as experience reading logs, querying data, and diagnosing back-end issues.
• Familiarity with APIs and tools like Mode or browser dev tools.

International Technical Support Specialist

As a Service Delivery Professional, you will be responsible for providing technical expertise and support to clients in international markets. The ideal candidate will possess excellent communication and problem-solving skills, and experience working in a fast-paced global environment.

Key Responsibilities:

• Complete customer service training and adhere to industry best practices
• Manage inventory levels and offer spare parts solutions
• Develop product improvement suggestions and implement sustainable enhancements
• Support regional business growth and collaborate with management on daily operations

Senior Technical Support Engineer

Senior Technical Support Engineer details to be provided.

Wireless IoT Technical Support Specialist

Technical Support Specialist

We are seeking a highly motivated and technically skilled professional to provide pre-sales and post-sales technical support in the Wireless IoT industry.

Key Responsibilities:

• Serve as the primary point of contact for customers from design-in to validation, regression, and other phases.
• Collaborate with cross-functional teams to drive customer satisfaction through effective technical support.
• Develop and maintain in-depth knowledge of products and technologies to provide expert advice to customers.

Requirements:

• Strong technical background in Wireless IoT or related field.
• Excellent communication and interpersonal skills.
• Ability to work independently in a remote setting.
• Proficiency in relevant software tools and technologies.

This role offers an opportunity to be part of a dynamic, high-growth environment with opportunities for professional growth and development.

About This Role:

This is a full-time position that requires strong technical skills, excellent communication skills, and the ability to work independently in a remote setting.

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