Professional Services Engineer

Kaspersky has been protecting individuals and corporate clients all over the world from cyber threats for 26 years.

We have 400 million unique users, 270 000 corporate clients, 517 products, 1100 technological patents and 34 offices around the world.

Today our team has more than 4 500 top level experts, all of them regular people with their own talents and hobbies.

Together we protect the world from cyber threats.

Join us to become part of an exceptional team, while remaining yourself and using your skills to keep us growing and evolving.

The Professional Services Engineer (PSE) delivers Kaspersky professional services to our corporate customers in the META region. The professional services include but are not limited to the Deployment & Configuration of Kaspersky products, Upgrade & Maintenance, Health Checks & knowledge transfer.

PSEs are technical engineers who play an instrumental role in developing and maintaining a strong customer relationship to ensure quality while working with cross-functional teams to elevate and resolve challenging issues.

Professional Services Engineer regularly deep dives into technical issues, manages crisis response, and leads incident prevention and/or resolution efforts.

PSE makes decisions that directly affect the customer’s business and, in turn, reflect on the Kaspersky brand reputation and the customer’s decision to renew the software and premium support contract.

• Performs deployments & configuration of both complex and simple Kaspersky solutions and integrates them into customer’s existing production environment.
• Performs health checks, configurations, and optimization projects for existing customers. This may also include assisting our partner support organizations.
• Document all aspects of the service engagement, including technical notes, time spent on projects, and the project status via company systems.
• Communicate challenges to senior management that we may seek for a swift resolution through additional Kaspersky resources.
• Reporting of project status to customers and management
• Keep updating and maintaining our technical documents, such as SOWs, project plans, health check templates, technical design (Visios), and As-builts documents.
• Develop new documents whenever required.
• Participate in solution design preparation for new or existing.
• Maintain close collaboration with colleagues from Sales and Pre-sales teams.
• Develop strong customer relationships to promote deeper sales and services team involvement.
• Taking initiative on technical skills, self-learning, and development towards obtaining Kaspersky Certifications.
• Apply system analysis techniques and procedures, consult with end-users to diagnose product and system issues, and determine appropriate system configurations and specifications to optimize usage of Kaspersky products.
• Manage, escalate, and drive satisfactory resolution of customers’ technical support issues based on Kaspersky products and technologies.
• Drive issue resolution using established processes and procedures in coordination with supporting resources to ensure a timely solution.
• Create and develop innovative strategies to resolve customer issues using sound decision- making and critical thinking skills.
• Leverage appropriate resources based on the severity level and security risk to the customer’s environment.
• Analyze customer business requirements to create recommendations for hardware specifications as well as software settings in regard to Kaspersky applications.
• Deliver Kaspersky professional services with high–level customer satisfaction both onsite and remotely depending on the agreement with a customer.
• Create and facilitate communication between customers, product experts, and development team sat Kaspersky to manage escalations requiring fixes or feature requests.
• Help design and develop product documentation and provide product feature requests, including product operation and design/functionality suggestions to product managers from customers and users.
• Work with clients to determine their needs and requirements for information technology business needs and problems.
• Recommend type and duration of the services that best…