Professional Services Engineer

The Professional Services Engineer (PSE) delivers Kaspersky professional services to our corporate customers. The professional services include but are not limited to the deployment and configuration of Kaspersky products, upgrade and maintenance, health checks, and knowledge transfer.

• Performs deployments and configuration of both complex and simple Kaspersky solutions and integrates them into customer environments.
• Conducts health checks, configuration and optimization projects for existing customers, and may assist partner support organizations.
• Documents all aspects of the service engagement, including technical notes, time spent on projects and the project status via company systems.
• Communicates challenges to senior management and seeks swift resolution through additional Kaspersky resources.
• Reports project status to customers and management and updates technical documents such as SOWs, project plans, health check templates, technical design documents, Visio diagrams and as-built documents.
• Develops new documents whenever required.
• Participates in solution design preparation for new or existing customers and collaborates closely with Sales and Pre‑sales teams.
• Builds strong customer relationships to promote deeper sales and services team involvement.
• Initiates technical skill development and self‑learning toward obtaining Kaspersky certifications.
• Applies system analysis techniques and consults with end‑users to diagnose product and system issues and determine appropriate configurations and specifications.
• Manages, escalates and drives satisfactory resolution of customer support issues based on Kaspersky products and technologies.
• Drives issue resolution using established processes and procedures in coordination with supporting resources, ensuring timely solutions.
• Creates and develops innovative strategies to resolve customer issues using sound decision‑making and critical thinking skills.
• Leverages appropriate resources based on severity level and security risk to the customer environment.
• Analyzes customer business requirements to create recommendations for hardware specifications and software settings.
• Delivers Kaspersky professional services with high customer satisfaction both onsite and remotely, depending on the agreement.
• Creates and facilitates communication between customers, product experts and the Kaspersky development team to manage escalations requiring fixes or feature requests.
• Helps design and develop product documentation and provides product feature requests to product managers, including operation and design functionality suggestions.
• Works with clients to determine their IT business needs and problems.

• 5 years of experience as an Engineer or System Administrator.
• Will be required to pass Kaspersky internal certifications within an appropriate time period after onboarding.

• Professional‑level phone communication skills, verbal and written communication skills at a professional level.
• Demonstrates high level of customer service professionalism, advanced interpersonal and negotiation skills.
• Excellent English; knowledge of Russian and/or Arabic is an advantage.

• Basic knowledge in MS SharePoint.
• Intermediate knowledge in MS SQL and MS Exchange Web, Email and Messaging Systems.
• Cloud technologies and Office 365, Docker and containers technology, testing for beta versions, embedded systems and sandbox technologies.
• Kaspersky Troubleshooting for Endpoint Security for Windows, Endpoint Detection & Response, Optimum and Security for Windows Servers, Microsoft OS Server 2008 and Windows 7 at a system administration level and corporate networking infrastructures including DNS, SIEM, group policy and AD DC.

• TCP/IP and LAN Technologies, Linux OS security solutions, firewalls, authentication, encryption, AV, MS troubleshooting.
• Virtualization environment: VMWare, Nutanix, KVM, Hyper‑V, Citrix.
• Following Kaspersky solutions: KATA and EDR, Cyber Trace, Scan Engine, Kaspersky Security for Cloud Console, MDR, Extended Detection and Response, XDR, Unified Management Analysis Platform, KUMA‑SIEM.
• Security for Linux Mail Server, Mail Gateway, Exchange Server, Web Traffic, Encryption, System Management, MDM.
• Endpoint Security for Mac, Linux, KSV Agentless, KSV Light Agent and Industrial Security Solutions.

• Completed degree at least BS or equivalent in Information Technology, Management Information Systems, or Computer Science.
• Industry certifications such as CompTIA A, CompTIA N, CompTIA Security, CompTIA Server, Microsoft certification in system administration of Windows Server 2016, Windows 10, CCNA, CISSP, VMware or equivalent beneficial.