Professional Services Engineer
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Key skills for this role
About the Role
Deliver Kaspersky professional services, manage technical support issues, and develop customer relationships while ensuring high satisfaction and effective communication.
Key Skills for This Role
Responsibilities
- Perform deployments and configuration of Kaspersky solutions and integrate them into customer environments
- Perform health checks, configurations, and optimization projects for existing customers
- Document all aspects of service engagements, including technical notes, time spent, and project status
- Report project status to customers and management
- Maintain and update technical documents such as SOWs, project plans, and as builts
- Participate in solution design preparation for new or existing customers
- Develop strong customer relationships to promote deeper sales and services team involvement
- Manage, escalate, and drive satisfactory resolution of customers' technical support issues
- Deliver Kaspersky professional services with high level customer satisfaction both onsite and remotely
Requirements
- 7+ years of experience in the IT industry
- 4+ years of experience in information security
- Professional level phone communication skills
- Excellent English
- Knowledge of Russian and/or Arabic is an advantage
- Completed degree (BS or equivalent) in IT, MIS, or Computer Science, or industry certifications
Full Job Posting
Role Overview
- 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 escalate 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.
Main Responsibilities
- 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 customers.
- 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.
Required Experience
- 7+ years of experience in the IT industry; 4+ years of experience in information security
- Will be required to pass Kaspersky Internal certifications within an appropriate time period after on boarding.
Required Communication Skills
- Professional level phone communication skills
- Verbal and written communication skills must be at the professional level
- Demonstrate a high level of customer service professionalism
- Advanced level interpersonal and negotiation skills
- Excellent English
- Specific language capabilities: knowledge of Russian and/or Arabic is an advantage
Required Technical Skills
- Basic knowledge in: MS SharePoint
- Intermediate knowledge in: MS SQL and MS Exchange; Web, Email and Messaging Systems; Cloud Technologies and Office 365; Dockers and containers technology; Testing for beta versions; Embedded systems and sand box technologies; Kaspersky Troubleshooting; Following Kaspersky solutions: Endpoint Securit
Preferred Technical Skills
- TCP/IP and LAN Technologies
- Linux OS
- Security solutions (Firewalls/authentication/encryption/AV MS)
- Troubleshooting skills including the ability to analyze logs, traces, and dump files
- Virtualization environment (VMWare, Nutanix, KVM, Hyper V, Citrix)
- Following Kaspersky solutions: KATA and EDR, CyberTrace, Scan Engine, Kaspersky Security for Cloud Console, MDR, Extended Detection and Response (XDR), Unified Management Analysis Platform (KUMA SIEM), Security for Linux Mail Server, Security for Mail Gateway, Security for Exchange Server, Web Traff
Education
- Completed degree (at least BS or equivalent) in Information Technology, Management Information Systems, or Computer Science field and/or the following industry certifications: CompTIA A+ or equivalent; CompTIA N+ or equivalent; CompTIA Security + or equivalent; CompTIA Server+ or equivalent; Microso
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