Technical Support Professional

1 day ago

Riyadh, Ar Riyāḑ, Saudi Arabia Kaspersky Full time

Kaspersky's Mission

We protect the world from cyber threats, and we need your expertise to help us achieve this goal. As a Technical Account Manager, you will play a crucial role in building strong relationships with our enterprise customers and ensuring their satisfaction with Kaspersky support and products.

Key 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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