Customer Success Engineer

Kaspersky has been protecting individuals and corporate clients all over the world from cyber threats for 28 years.

We have 400 million unique users, 270 000 corporate clients, 517 products, 1100 technological patents and 34 offices around the world.

Today our team has more than 5 000 top level experts, all of them regular people with their own talents and hobbies.

Together we protect the world from cyber threats.

Join us to become part of an exceptional team, while remaining yourself and using your skills to keep us growing and evolving!

We are looking for a Customer Success Engineer (CSE) in Egypt to look after our corporate customers from technical perspective.

The CSE is responsible for building strong relationships with customer technical contacts, ensuring Kaspersky products are maintained and used effectively, and resolving product technical issues within service agreement obligations.

Highly technical, the CSE maps technical capabilities to business needs, helps enterprise customers understand product features, and provides advice on operational best practices to improve the customer's security posture. They ensure successful implementation, upgrade, and usage of Kaspersky products.

The CSE supports the Customer Success Account Manager (CSAM), Sales, and Pre-sales to achieve high customer satisfaction, retention, and additional purchases. Travel to customer sites and after-hour or weekend coverage may be required depending on customer needs.

Main Responsibilities:

• Build and maintain good working relationships with assigned accounts, ensuring their satisfaction with Kaspersky support and products.
• Take initiative on technical skills, self-learning, and development toward obtaining Kaspersky certifications.
• Resolve, manage, escalate, and drive satisfactory resolution of customers’ technical support issues based on Kaspersky products and technologies.
• Communicate progress on a regular basis to stakeholders in customer and partner organizations for normal and escalated technical issues.
• Provide technical support to MSA / Customer Success customers.
• Ensure product technical problems are resolved or worked around rapidly within service agreement obligations.
• Apply systems analysis techniques and procedures, consulting with end users to diagnose product and system issues, and determine appropriate system configurations and specifications to optimize usage of Kaspersky products.
• Process technical support tickets in compliance with technical support workflows and processes.
• Proactively contribute to the enrichment of the Knowledge Base.
• Deliver Kaspersky Professional Services for Kaspersky Solutions to B2B clients, including but not limited to implementation, training, configuration, migration, health checks, and project management.
• Guide MSA / Customer Success clients with implementation, upgrade, and usage of Kaspersky products in the customer’s environment.
• Share technical and product information about Kaspersky products with enterprise customers.
• Deliver consultative-based knowledge transfer and documentation to Kaspersky clients.
• Facilitate and drive technical discussions relating to Kaspersky products with enterprise customers
• Travel to customer sites as required.
• Be available for after-hour or weekend coverage depending on customer needs.
• Act as the technical support representative in the home country, taking ownership for customer and partner support escalations, and driving issue resolution using established processes and procedures in a timely manner.

Main Requirements:

Education & Technical Certifications:

• Completed degree or professional education in Information Technology, Information Systems, or Computer Science, and/or the following industry certifications or equivalent:
• CompTIA N+;
• CompTIA Security+;
• CompTIA Server+;
• MCP: Windows Server 2008+ and Windows 7+;
• RHCSA (Linux);
• ITIL 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, or IT Security/Infrastructure Maintenance.

Required Communication Skills:

• Professional level phone communication skills;
• Professional written and verbal communication skills;
• Advanced interpersonal skills;
• Advanced negotiation skills;
• Ability to articulate issues clearly and communicate next steps with confidence.

Technical Expertise:

• Linux OS (Ubuntu, CentOS, other variants);
• Microsoft OS (Server 2019+ and Windows 10+) – Microsoft Certified is an advantage;
• Enterprise networking technologies (e.g., TCP/IP, DNS, firewall, Active Directory);
• Virtualization environments (VMware ESXi, Hyper-V);
• Troubleshooting skills, including the ability to analyze logs, traces, and dump files (Wireshark, Windows Logs, Windows Performance);
• Kaspersky technical knowledge is required (certifications are highly desirable and expected to be obtained within the first 6–12 months).

Personal Skills:

• Analytical troubleshooting skills;
• Strong time management and prioritization skills;
• Sound decision-making ad critical thinking skills;
• Structured and process-oriented working style;
• Ability to demonstrate ownership of customer issues and actively drive issue resolution, root cause analysis, and remediation;
• Ability to work flexibly and according to on-duty hours;
• Travel readiness.

Languages:

• Advanced English;
• Native local country language.

The hiring process for this position looks as follows:

1) Resume review (1–3 business days)

2) Introductory call with Recruiter (30 min)

3) Interview with Hiring Manager (60 min

4) Final interview (optional)

5) Offer & reference check