IT Expert

Há 6 dias

São Paulo, São Paulo, Brasil beBeeTechnical Tempo inteiro R$160.000 - R$215.000

Kaspersky protects individuals and corporate clients worldwide from cyber threats. Our team of over 5,000 experts works together to safeguard the world.

As a Senior Technical Account Manager, you will be the primary point of contact for premium support customers, ensuring their satisfaction with our products and services.

Key Responsibilities:
  • Manage customer requests for timely and efficient issue resolution;
  • Deliver premium support focused on incident resolution and product/service renewal to ensure customer satisfaction;
  • Process complex cases, stepping in to manage escalations when required;
  • Support partners with technical topics including webinars, support delivery assistance, and project design;
  • Ensure compliance with documented agreements;
  • Conduct regular onsite visits for 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 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;
  • Advanced Microsoft OS, Windows Server 2019+, Windows 10+; 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;
  • 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 core certifications within 3 months of hire.

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