Technical Support Engineer

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 (TAM) serves as the primary point of contact for ensuring MSA premium support customers' satisfaction with Kaspersky's products and support services. This role focuses on establishing and maintaining strong working relationships with designated client contacts while ensuring the proper maintenance and effective utilization 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.

Additionally, the TAM functions as the technical support representative for their designated region (Brazil), assuming full responsibility for addressing support-related matters and mobilizing appropriate resources to achieve timely resolution. As IT security professionals, TAMs independently troubleshoot and resolve technical challenges involving Kaspersky software through their specialized problem-solving expertise.

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.

The decisions made by TAMs carry significant weight, directly influencing customer operations and consequently impacting Kaspersky's brand reputation. Furthermore, their performance substantially affects customers' renewal decisions regarding both software licenses and premium support contracts.

Job Responsibilities:

- Provide technical support to customers under MSA support contracts and/or standard support;
- Build and maintain good working relationships with assigned MSA accounts, ensuring their satisfaction with Kaspersky support and products;
- Be accountable for the renewal of MSA contracts and growth of new MSA customers in collaboration with the sales team;
- Take initiative on technical skills development through self-learning to obtain Kaspersky Certifications;
- Apply system analysis techniques to diagnose product and system issues, determining optimal configurations for Kaspersky products;
- Resolve, manage, escalate, and drive satisfactory resolution of customers' technical support issues;
- Regularly communicate progress to stakeholders in customer/partner organizations for all technical issues;
- Recommend improved software settings/tasks/policies or hardware upgrades based on customer business requirements;
- Comply with all technical support workflows and processes as prescribed by HQ;
- Proactively contribute to the enrichment of our Knowledge Base;
- Deliver Kaspersky Professional Services including (but not limited to): Implementation, Training, Configuration, Migration, Health checks, Project management;
- Deliver consultative knowledge transfer and documentation to clients;
- Submit monthly reports to MSA Clients and management;
- Serve as the technical support representative in Brazil, owning customer/partner escalations and driving timely resolution.

Required Skills:

Communication

- Fluency in English;
- Spanish is a plus;
- Ability to engage senior technical/management stakeholders;
- Strong interpersonal/negotiation skills.

Technical

Advanced:

- Microsoft OS (Server 2019+/Windows 10+); MS Certified preferred;
- Linux (Ubuntu, CentOS);
- Enterprise networking (TCP/IP, DNS, Firewall, Active Directory);
- Virtualization (VMware EXSi, Hyper-V);
- Troubleshooting (Wireshark, system logs/dumps).

Intermediate:

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

Optional:

- Kaspersky product certifications;
- CompTIA CASP+.

Qualifications

- BS in IT, Computer Science, or equivalent;
- 7+ years in IT (4+ in IT security);
- Certifications: MCP (Windows Server 2019+/Windows 10+); CCNA (beneficial); VMware EXSi/Linux;
- Have to pass Kaspersky core certifications within 3 months of hire.

Other Requirements

- Proactive ownership of issue resolution/RCA;
- Strong analytical troubleshooting;
- Clear articulation of issues/next steps;
- Critical thinking and decision-making;
- Excellent time management and prioritization.

Recruitment Process (~3 weeks total):

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

- Resume Review.
- Introductory Video Call (30 min | Recruiter).
- Hiring Manager Interview (60 min | Technical/Cultural Fit).
- Offer & Reference Check.

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