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 & 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.
- 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 meet the customer’s needs, design the scope of the services engagement.
- Contribute to the development of PS strategies, plans, and advice on the use of technology in current and planned PS strategies.
- Plan, develop, and test technical solutions and architectures that meet the client's needs.
- Deliver knowledge transfer for the implemented technology.
- Delivers consultative-based knowledge transfer and documentation to Kaspersky clients.
Required Communication Skills:
- Professional-level phone communication skills
- Verbal communication skills must be at the professional level
- Written communication skills must also be at the professional level
- Advanced-level interpersonal skills
- Advanced-level negotiation skills
- Excellent English.
Required Technical Skills:
- Basic knowledge in:
- 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 sandbox technologies
- Kaspersky Troubleshooting
- Following Kaspersky solutions: 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.
- Corporate networking infrastructures, including DNS, SIEM, group policy, and AD/DC etc.
Application process:
- HR interview
- Interview with Hiring Team
- Final interview with Head of Customer Support & Regional HR Lead
- Offer stage & Reference check
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