Senior Technical Support Professional

Há 2 dias

São Paulo, São Paulo, Brasil beBeeSenior Tempo inteiro R$937.500 - R$1.105.000

Protect the World from Cyber Threats

As a Senior Technical Account Manager, you will be the primary point of contact for our premium support customers.

Your role involves building strong relationships with enterprise clients and partners, optimising product performance, and driving rapid resolution of technical issues within service level agreements.

Key Responsibilities:
  • Manage customer requests to ensure 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 contractually documented maintenance service 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.
Required Skills and Qualifications:Communication
  • Fluent in English; Spanish proficiency is a strong plus
  • Proven ability to engage senior technical/management stakeholders
  • Strong interpersonal and negotiation skills
Technical ExpertiseAdvanced:
  • Microsoft Operating Systems: Windows Server 2019+, Windows 10+
  • Linux Administration: Ubuntu, CentOS
  • Enterprise Networking: TCP/IP, DNS, Firewall, Active Directory
  • Virtualisation: VMware ESXi, Hyper-V
  • Troubleshooting: Wireshark, system logs/dump analysis
Intermediate:
  • Database Management Systems: MS SQL & Exchange
  • Web/Messaging Systems
Benefits
  • Competitive salary and benefits package
  • Opportunities for career growth and professional development
  • Collaborative and dynamic work environment
Others
  • 7+ years of experience in IT, with 4+ years focused on IT security
  • Certifications: MCP (Windows Server/Windows 10+), CCNA (highly beneficial)
  • Must obtain Kaspersky core certifications within 3 months of hire

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