Customer Success Engineer

System Administration

India

New Delhi

Account Management

Customer Success Engineer

Responsibilities

• Request handling and incident resolution

• Process requests from customers for products in their area of responsibility

• Prioritize requests depending on the technical context and business criticality

• Solve incidents within the agreed scope in the minimum number of iterations and in the shortest possible time

• Ensure product technical problems are resolved or worked around rapidly within the service agreement obligations

• Resolve, manage, escalate, and drive satisfactory resolution of customers' technical support issues based on Kaspersky products and technologies

• Process premium technical support tickets in compliance with established technical support workflows and processes

• Focus on a proactive principle of interaction with the customer within the framework of the request, demonstrating ownership and genuine interest in solving the problem

• Apply system analysis techniques and procedures and consult with end users to diagnose product and system issues, and determine appropriate system configurations and specifications to optimize usage of Kaspersky products

• Collaboration, escalation and internal coordination

• Collaborate with technical specialists, service managers, and escalate to expert lines when necessary to resolve complex issues

• Communicate progress on a regular basis to stakeholders in customer and partner organizations for both normal and escalated technical issues

• Communicate with MSA customers and accompany CSAMs on borderline or complex topics during face to face and online meetings with customers, providing detailed descriptions of the discussed technical solutions

• Provide technical support to MSA / Customer Success customers in line with agreed engagement models

• Collaborate closely with the Customer Success Account Manager (CSAM) team in order to develop the most effective and appropriate recommendations for customers when addressing their requests

• Relationship management and customer satisfaction

• Build and maintain good working relationships with assigned accounts, and ensure their satisfaction with Kaspersky support and products

• Share technical and product information about Kaspersky solutions with enterprise customers to increase their understanding and confidence in the technology

• Guide MSA / Customer Success clients with implementation, upgrade, and usage of Kaspersky products in the customer’s environment

• Guide MSA / Customer Success clients to use and maintain all Kaspersky products effectively in the enterprise customer environment

• Provide corporate clients with high quality expert recommendations and solutions to the tasks or problems identified by the customer, taking into account their business context

• Professional services and enablement

• Deliver Kaspersky Professional Services (KPS) for Kaspersky solutions to B2B clients (including but not limited to implementation, configuration, migration, training, health checks, and project management)

• Deliver consultative based knowledge transfer and documentation to Kaspersky clients to ensure they can operate and maintain the solutions effectively

• Proactively contribute to the enrichment of the internal Knowledge Base by documenting solutions, workarounds, and best practices identified while working with customers

• Participate in KPS activities when necessary, in line with regional or global service plans

• Prevention, quality and continuous improvement

• Work with complex technical requests and problems encountered by corporate clients who have purchased Extended Technical Support or MSA packages

• Develop and offer workarounds to clients based on expert opinion when permanent fixes are not immediately available

• Take initiative in technical skills development, self learning, and preparation for obtaining and updating Kaspersky certifications

• Use CSE technical expertise to prevent potential critical incidents by identifying risks early and addressing issues arising during the operation of Kaspersky products, thereby preserving customer loyalty and Kaspersky’s reputation

• Proactively contribute to improving support quality and processes by sharing feedback on recurring issues, product defects, and gaps identified in real world usage

Requirements

• Education/Technical Certifications
• Completed degree or professional education in Information Technology, Information Systems or Computer Science field and/or the following industry certifications or similar/equivalent:
• CompTIA N+
• CompTIA Security+
• CompTIA Server+
• MCP: Windows Server 2008+ and Windows 7+
• RHCSA (Linux)
• TIL foundation

Experience

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

• Experience in IT Service Delivery, IT Project Delivery, IT Security/Infrastructure Maintenance

• Required Communication Skills

• Professional level phone communication