Customer Success Engineer

The Customer Success Engineer is responsible for building a good working relationship with customer technical contacts in their assigned accounts, ensuring that all Kaspersky products are maintained and used effectively in the enterprise customer environment, and making sure product technical problems are resolved or worked around rapidly within the service agreement obligations.

Responsibilities

Request handling and incident resolution

• Process requests from customers for products in their area of responsibility.

• Prioritize requests depending on the technical context and business criticality.

• Solve incidents within the agreed scope in the minimum number of iterations and in the shortest possible time.

• Ensure product technical problems are resolved or worked around rapidly within the service agreement obligations.

• Resolve, manage, escalate, and drive satisfactory resolution of customers' technical support issues based on Kaspersky products and technologies.

• Process premium technical support tickets in compliance with established technical support workflows and processes.

• Focus on a proactive principle of interaction with the customer within the framework of the request, demonstrating ownership and genuine interest in solving the problem.

• Apply system analysis techniques and procedures and consult with end users to diagnose product and system issues, and determine appropriate system configurations and specifications to optimize usage of Kaspersky products.

Collaboration, escalation and internal coordination

• Collaborate with technical specialists, service managers, and escalate to expert lines when necessary to resolve complex issues.

• Communicate progress on a regular basis to stakeholders in customer and partner organizations for both normal and escalated technical issues.

• Communicate with MSA customers and accompany CSAMs on borderline or complex topics during face to face and online meetings with customers, providing detailed descriptions of the discussed technical solutions.

• Provide technical support to MSA / Customer Success customers in line with agreed engagement models.

• Collaborate closely with the Customer Success Account Manager (CSAM) team in order to develop the most effective and appropriate recommendations for customers when addressing their requests.

Relationship management and customer satisfaction

• Build and maintain good working relationships with assigned accounts, and ensure their satisfaction with Kaspersky support and products.

• Share technical and product information about Kaspersky solutions with enterprise customers to increase their understanding and confidence in the technology.

• Guide MSA / Customer Success clients with implementation, upgrade, and usage of Kaspersky products in the customer’s environment.

• Guide MSA / Customer Success clients to use and maintain all Kaspersky products effectively in the enterprise customer environment.

• Provide corporate clients with high quality expert recommendations and solutions to the tasks or problems identified by the customer, taking into account their business context.

Professional services and enablement

• Deliver Kaspersky Professional Services (KPS) for Kaspersky solutions to B2B clients (including but not limited to implementation, configuration, migration, training, health checks, and project management).

• Deliver consultative based knowledge transfer and documentation to Kaspersky clients to ensure they can operate and maintain the solutions effectively.

• Proactively contribute to the enrichment of the internal Knowledge Base by documenting solutions, workarounds, and best practices identified while working with customers.

• Participate in KPS activities when necessary, in line with regional or global service plans.

Prevention, quality and continuous improvement

• Work with complex technical requests and problems encountered by corporate clients who have purchased Extended Technical Support or MSA packages.

• Develop and offer workarounds to clients based on expert opinion when permanent fixes are not immediately available.

• Take initiative in technical skills development, self learning, and preparation for obtaining and updating Kaspersky certifications.

• Use CSE technical expertise to prevent potential critical incidents by identifying risks early and addressing issues arising during the operation of Kaspersky products, thereby preserving customer loyalty and Kaspersky’s reputation.

• Proactively contribute to improving support quality and processes by sharing feedback on recurring issues, product defects, and gaps identified in real world usage.

Required Experience and Skills

Education/Technical Certifications:

• Completed degree or professional education in Information Technology, Information Systems or Computer Science field and/or the following industry certifications or similar/equivalent:

o CompTIA N+

o CompTIA Security+

o CompTIA Server+

o MCP: Windows Server 2008+ and Windows 7+

o RHCSA (Linux)

o ITIL foundation

Experience:

• Experience in Technical support at least 7 – 10 years managing/troubleshooting Windows, Linux, Mac etc.

• At least 3 years’ experience in L1/L2 customer support, professional services, or technical account management

• Experience in IT Service Delivery, IT Project Delivery, IT Security/Infrastructure Maintenance

Required Communication Skills:

• Professional level phone communication skills

• Professional written and verbal communication skills

• Advanced intrapersonal skills

• Advanced negotiation skills

• Ability to articulate issues clearly, communicate next steps with confidence.

Technical Expertise:

• Linux OS (Ubuntu, CentOS, other variants)

• Microsoft OS (Server 2019+ and Windows 10+), MS Certified is an advantage.

• Enterprise Networking Technologies (eg. TCP/IP, DNS, Firewall, Active Directory)

• Virtualization environments (VMware EXSi, Hyper-V)

• Troubleshooting skills including the ability to analyse logs, traces, and dump files (Wireshark, Windows Logs, Windows Performance)

Personal skills:

• Analytical Troubleshooting Skills

• Strong time management and prioritization skills

• Sound decision making and critical thinking skills

• Structured and process-oriented working style

• Demonstrates ownership of customer issue and actively drive issue resolution, root cause analysis and remediation

• Must be able to work flexible and on-duty hours

• Travel readiness

Languages:

• English – professional verbal and written.

• Official language of the job location – verbal and written.