Expert Technical Support Specialist

Há 2 dias

São Paulo, São Paulo, Brasil beBeeCustomer Tempo inteiro R$80.000 - R$100.000
Job Opportunity

Kaspersky has been protecting individuals and corporate clients from cyber threats for 27 years, with over 400 million unique users and 517 products.

We have a team of top-level experts who work together to protect the world from cyber threats. As part of this exceptional team, you will manage customer requests and deliver premium support focused on incident resolution and product renewal to ensure customer satisfaction.

Key Responsibilities:

  • Timely and efficient issue resolution;
  • Incident resolution and product/service renewal;
  • Process complex cases, stepping in to manage escalations when required;
  • Support customers with technical topics including webinars, support delivery assistance, and project design;
  • Ensure compliance with contractual agreements;
  • Conduct regular onsite visits to maintain engagement and address issues proactively;
  • Facilitate communication between customers, product experts, and development teams;
  • Collaborate with clients to assess their IT business needs, requirements, and challenges;
  • Plan, develop, and test technical solutions 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 professional services upon request.

Requirements:

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

Technical Proficiency:

  • Microsoft OS: Windows Server 2019+, Windows 10+ (Certification preferred);
  • Linux Administration: Ubuntu, CentOS;
  • Enterprise Networking: TCP/IP, DNS, Firewall, Active Directory;
  • Virtualisation: VMware ESXi, Hyper-V;
  • Troubleshooting: Wireshark, system logs/dump analysis.

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.

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