Company
Kaspersky develops cybersecurity products and provides enterprise technical support and professional services.
What you will do
•Process, prioritize, resolve, and escalate customer requests and incidents for Kaspersky products.
•Diagnose product and system issues, recommend configurations, and develop workarounds when permanent fixes are unavailable.
•Coordinate with technical specialists, service managers, expert lines, Customer Success Account Managers, and customer stakeholders.
•Support enterprise customers with implementation, upgrades, migration, configuration, usage, and maintenance of Kaspersky solutions.
•Deliver professional services including training, health checks, project management, knowledge transfer, and documentation.
•Identify recurring issues and risks, contribute to the internal knowledge base, and improve support quality and processes.
Requirements
•Degree or professional education in Information Technology, Information Systems, or Computer Science, and/or relevant industry certifications.
•At least 3 years of experience in L1/L2 customer support, professional services, or technical account management.
•Experience with IT service delivery, IT project delivery, and IT security or infrastructure maintenance.
•Technical expertise in Linux, Microsoft Server 2019+ and Windows 10+, enterprise networking, TCP/IP, DNS, firewalls, Active Directory, VMware ESXi, and Hyper-V.
•Ability to analyze logs, traces, and dump files using tools such as Wireshark, Windows Logs, and Windows Performance tools.
•Professional written, verbal, and phone communication skills, plus analytical troubleshooting, prioritization, negotiation, decision-making, and customer ownership skills.
Nice to have
•CompTIA Network+, Security+, or Server+ certifications.
•MCP for Windows Server 2008+ and Windows 7+, RHCSA, or ITIL Foundation certification.
•Microsoft certification.
Culture & Benefits
•Flexible and on-duty working hours are required.
•Travel readiness is required for customer-facing activities.
•Continuous technical development and preparation for Kaspersky certifications.
•Professional interaction with enterprise customers and regional or global service teams.
Hiring process
•HR interview.
•Meeting with the hiring team.
•Interview with the Regional APAC team.
•Offer stage and reference check.
