Customer Success Engineer

Act as the first technical point of contact for assigned enterprise/MSA customers and handle technical requests related to Kaspersky products.

Analyze, prioritize, and resolve customer issues based on technical complexity and business criticality.

Drive issues to resolution within agreed service levels, using first-call resolution or effective workarounds wherever possible.

Troubleshoot product, system, configuration, and integration issues using logs, traces, system analysis, and other diagnostic techniques.

Take full ownership of customer issues and ensure clear communication of status, next steps, and expected resolution timelines.

Escalate complex or product-related issues to Expert/R&D teams with the required technical information and continue to drive them to closure.

Build strong working relationships with customer technical teams and key stakeholders.

Understand the customer's technical environment and business requirements and provide recommendations that improve the effectiveness of Kaspersky solutions.

Help customers understand Kaspersky product capabilities, configurations, limitations, and best practices.

Support customers with implementation, upgrades, configuration, health checks, and ongoing product adoption.

Maintain a proactive approach by identifying technical risks and addressing potential issues before they become major incidents.

Participate in customer meetings, including onsite engagements, and provide clear technical guidance and recommendations.

Collaboration & Internal Coordination

Work closely with CSAM, Sales, Presales, Support, Professional Services, Product Management, and R&D to deliver the right customer outcome.

Support CSAMs in complex customer discussions by providing technical expertise and recommendations.

Provide technical input for renewals, expansions, upsell opportunities, and new solution discussions where required.

Coordinate with internal expert teams to ensure customer issues are resolved efficiently and customer expectations are properly managed.

Professional Services & Technical Enablement

Deliver or support Kaspersky Professional Services activities such as implementation, configuration, migration, upgrades, training, health checks, and technical workshops.

Provide knowledge transfer and technical documentation to help customers operate and maintain Kaspersky solutions effectively.

Create and maintain technical documentation, including solutions, troubleshooting steps, workarounds, and best practices.

Contribute relevant technical knowledge and solutions to the internal Knowledge Base.

Prevention & Continuous Improvement

Identify recurring issues, technical risks, product limitations, and customer pain points and proactively recommend corrective actions.

Develop and communicate effective workarounds when permanent product fixes are not immediately available.

Provide structured feedback to Product Management and R&D based on real-world customer experience.

Continuously develop technical expertise across assigned Kaspersky products and maintain the required Kaspersky and relevant vendor certifications.

Follow Kaspersky's technical support processes, security requirements, and compliance policies.

Service & Business Outcomes The CSE is expected to contribute to:

High customer satisfaction and retention

Faster resolution and lower escalation rates

Higher first-call resolution

Better product implementation and adoption

Reduced dependency on R&D / third-line support

Successful renewals, expansions, and additional product adoption

At least 3 years of experience in L1/L2 customer support, technical support, professional services, or technical account management.

Experience in IT Service Delivery, IT Project Delivery, and IT Security/Infrastructure Maintenance.

Hands-on experience troubleshooting enterprise IT, infrastructure, and cybersecurity environments.

Experience working with SIEM, XDR, EDR, or other cybersecurity solutions.

Experience handling customer-facing technical issues, coordinating with internal technical/R&D teams, and driving issues through to resolution.

Technical Expertise

Linux & Networking: Decent hands-on experience with Linux OS (Ubuntu, CentOS, and other variants) and enterprise networking technologies such as TCP/IP, DNS, DHCP, Firewall, routing, and Active Directory.

Microsoft: Experience with Microsoft Windows Server 2019+ and Windows 10/11. Microsoft certification is an advantage.

PostgreSQL / ClickHouse: Fundamental knowledge of PostgreSQL and ClickHouse, including basic database troubleshooting, logs, and performance concepts.

Kubernetes: Basic working knowledge of Kubernetes concepts, components, pods, services, deployments, and basic troubleshooting.

SIEM / XDR: Experience with any SIEM, XDR, EDR, or cybersecurity platform.

Virtualization: Working knowledge of virtualization technologies such as VMware ESXi and Hyper-V.

Troubleshooting: Ability to analyse and troubleshoot logs, traces, dump files, system performance, and network traffic using tools such as Wireshark, Windows Event Logs, and Linux system logs.

Ability to troubleshoot issues across OS, networking, databases, virtualization, and security applications, and identify the appropriate escalation path.

Communication Skills

Professional-level phone communication skills.

Strong written and verbal communication skills.

Strong interpersonal and stakeholder-management skills.

Good negotiation and influencing skills.

Ability to articulate technical issues clearly, communicate next steps with confidence, and manage customer expectations.

Ability to communicate effectively with customers, partners, internal teams, and R&D.

Personal Skills

Strong analytical and troubleshooting skills.

Strong time-management and prioritization skills.

Sound decision-making and critical-thinking abilities.

Structured and process-oriented working style.

Demonstrates ownership of customer issues and actively drives issue resolution, root-cause analysis, and remediation.

Ability to work independently and collaboratively with cross-functional teams.

Must be able to work flexible and on-duty hours when required.

Travel readiness.

Education / Technical Certifications

Completed degree or professional education in Information Technology, Information Systems, Computer Science, or a related field.

Relevant industry certifications are an advantage: CompTIA Network+ CompTIA Security+ CompTIA Server+ MCP – Windows Server 2008+ / Windows 7+ RHCSA (Linux) ITIL Foundation

Internal career path requirements, where applicable.

Languages

English: Professional verbal and written communication skills.

Official language of the job location: Verbal and written proficiency.