Cybersecurity Technical Account Manager
6 days ago
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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