Cybersecurity Technical Account Manager

6 days ago


Riyadh, Ar Riyāḑ, Saudi Arabia Kaspersky Full time

The Role of a Technical Account Manager

A Technical Account Manager plays a vital role in ensuring the success of our customers by providing them with exceptional technical support and service. As a Technical Account Manager, you will be responsible for building strong relationships with our enterprise customers and ensuring their satisfaction with Kaspersky support and products.

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;
  • Accountable for the renewal of MSA contracts and growth of new MSA customers together with sales teams;
  • Take initiative on technical skills, self-learning, and development towards obtaining Kaspersky Certifications;
  • Apply system analysis techniques and procedures to diagnose product and system issues, and determine appropriate system configurations and specifications to optimize usage of Kaspersky products;
  • Resolve, manage, escalate, and drive satisfactory resolution of customers' technical support issues based on Kaspersky products and technologies;
  • Communicate progress on a regular basis to stakeholders in customer/partner organizations for normal and escalated technical issues;
  • Understand customer business requirements so as to recommend improved software settings/tasks/policies or hardware upgrades for effective operation of Kaspersky applications;
  • Comply with the technical support workflow/processes as prescribed by HQ;
  • Proactively contribute to the enrichment of our Knowledge Base;
  • Deliver Kaspersky Professional Services for Kaspersky Solutions to B2B clients, including implementation, training, configuration, migration, health checks, project management;
  • Deliver consultative-based knowledge transfer and documentation to Kaspersky's clients;
  • Monthly reporting to MSA Clients and management;
  • Be the technical support representative in the home country, taking ownership for customer/partner support escalations, and drive issue resolution using established processes and procedures in a timely manner.

Requirements:

  • Required Communication Skills:
  • English verbal communication skills at the professional level;
  • Written English communication skills at the professional level;
  • Ability to engage effectively with clients at senior technical and middle management levels;
  • Strong interpersonal and negotiation skills;

Required Technical Skills:

Advanced:

  • Microsoft OS (Server 2019+ and Windows 10+), MS Certified is an advantage;
  • Virtualization environments (VMware EXSi, Hyper-V);
  • Troubleshooting skills including the ability to analyze logs, traces, and dump files (Wireshark, Windows Logs, Windows Performance).

Intermediate:

  • MS SQL and MS Exchange;
  • Web and Messaging Systems;

Optional:

  • Kaspersky product certifications;
  • CompTIA CASP+.

Education / Technical Certifications:

  • Completed degree (BS) in Information Technology, Computer Science or equivalent;
  • 7+ years of experience in IT industry; 4+ years of experience in IT security;
  • MCP or equivalent: Windows Server 2019+ and Windows 10+;
  • VMware EXSi;

Other Required Skills:

  • Positive attitude in taking on ownership for issue resolution, root cause analysis, and remediation;
  • Analytical Troubleshooting Skills;
  • Ability to articulate issues clearly, communicate next steps with confidence;
  • Sound decision-making and critical thinking skills;
  • Good time management, organization, and prioritization skills.

Seniority Level: Mid-Senior Level

Employment Type: Full-time

Job Function: Business Development, Management, and Accounting/Auditing

Industries: Computer and Network Security and IT Services and IT Consulting



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