Customer Engineering Manager, Small And

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.

We are seeking a remote, full-time Technical Support Engineer with experience in Tier 3 software support, who is bilingual in English and either Spanish or Portuguese. You will join the Customer Services team of our U.S. client. You\'ll investigate, diagnose, and resolve challenging product and integration problems, all while collaborating closely with Product, Engineering, and Tier 1 & 2 Support. Your work will directly impact customer satisfaction, product quality, and long-term scalability of our support operations.

Our client is a fintech company that provides commodities managers with task automation and timely insights on their trades, including risk exposure, positions, and profits and losses. With over 5 million trades on its SaaS platform, the company is an award-winning industry leader that counts among its customers some of the world\'s largest financial firms. Our client is growing rapidly and is seeking innovative, bold risk-takers to advance its product strategy of market disruption and expansion.

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

• 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
• Excellent communication ability, translating technical details into clear explanations for customers and internal teams
• Experience working with product and engineering teams to resolve bugs or product limitations
• Experience in energy trading, ETRM/CTRM software, financial, or ERP systems
• Desire to work in an environment that: maintains a client-centric approach to building products; strives to maintain a world-class organization; loves technology
• Proven ability to stay self-motivated, work hard, own problems from start to finish, and bring order from chaos
• Demonstrated ability to work independently or as part of a broader team.
• Trustworthy, team-oriented, transparent, and fun

Preferred Experience

• Experience with Python

Additional Information

• Know that your ideas are heard and matter. Think big
• Own your job and be recognized for your contributions
• Work with smart, creative people
• Making mistakes is human. Let\'s learn from them and be transparent
• Be recognized as an individual, no presumptions or judgment. Be the extraordinary you
• 15 days Paid Time Off (PTO), one floating day, three sick days, and designated national holidays
• Start: ASAP

We are seeking a remote, full-time Technical Support Specialist with experience in Tier 3 software support, who is bilingual in English and either Spanish or Portuguese. You will join the Customer Services team of our U.S. client. You\'ll investigate, diagnose, and resolve challenging product and integration problems, all while collaborating closely with Product, Engineering, and Tier 1 & 2 Support. Your work will directly impact customer satisfaction, product quality, and long-term scalability of our support operations.

Our client is a fintech company that provides commodities managers with task automation and timely insights on their trades, including risk exposure, positions, and profits and losses. With over 5 million trades on its SaaS platform, the company is an award-winning industry leader that counts among its customers some of the world\'s largest financial firms. Our client is growing rapidly and is seeking innovative, bold risk-takers to advance its product strategy of market disruption and expansion.

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

• 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
• Excellent communication ability, translating technical details into clear explanations for customers and internal teams
• Experience working with product and engineering teams to resolve bugs or product limitations
• Experience in energy trading, ETRM/CTRM software, financial, or ERP systems
• Desire to work in an environment that: maintains a client-centric approach to building products; strives to maintain a world-class organization; loves technology
• Proven ability to stay self-motivated, work hard, own problems from start to finish, and bring order from chaos
• Demonstrated ability to work independently or as part of a broader team.
• Trustworthy, team-oriented, transparent, and fun

Preferred Experience

• Experience with Python

Additional Information

• Know that your ideas are heard and matter. Think big
• Own your job and be recognized for your contributions
• Work with smart, creative people
• Making mistakes is human. Let\'s learn from them and be transparent
• Be recognized as an individual, no presumptions or judgment. Be the extraordinary you
• 15 days Paid Time Off (PTO), one floating day, three sick days, and designated national holidays

We are seeking a remote, full-time Technical Support Specialist with experience in Tier 3 software support, who is bilingual in English and either Spanish or Portuguese. You will join the Customer Services team of our U.S. client. You\'ll investigate, diagnose, and resolve challenging product and integration problems, all while collaborating closely with Product, Engineering, and Tier 1 & 2 Support. Your work will directly impact customer satisfaction, product quality, and long-term scalability of our support operations.

Our client is a fintech company that provides commodities managers with task automation and timely insights on their trades, including risk exposure, positions, and profits and losses. With over 5 million trades on its SaaS platform, the company is an award-winning industry leader that counts among its customers some of the world\'s largest financial firms. Our client is growing rapidly and is seeking innovative, bold risk-takers to advance its product strategy of market disruption and expansion.

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 er 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

• 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
• Excellent communication ability, translating technical details into clear explanations for customers and internal teams
• Experience working with product and engineering teams to resolve bugs or product limitations
• Experience in energy trading, ETRM/CTRM software, financial, or ERP systems
• Desire to work in an environment that:
• Maintains a client-centric approach to building products
• Strives to maintain a world-class organization
• Loves technology
• Proven ability to stay self-motivated, work hard, own problems from start to finish, and bring order from chaos
• Demonstrated ability to work independently or as part of a broader team.
• Trustworthy, team-oriented, transparent, and fun

Preferred Experience

• Experience with Python

Additional Information

• Know that your ideas are heard and matter. Think big
• Own your job and be recognized for your contributions
• Work with smart, creative people
• Making mistakes is human. Let\'s learn from them and be transparent
• Be recognized as an individual, no presumptions or judgment. Be the extraordinary you
• 15 days Paid Time Off (PTO), one floating day, three sick days, and designated national holidays