Premium Support Group Manager

Kaspersky has been protecting individuals and corporate clients all over the world from cyber threats for 27 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!

The Premium Support Group Manager leads and oversees the operations of a high-level technical support team, ensuring swift and effective resolution of customer issues while fostering strong client relationships. This role combines team leadership, strategic planning, and hands-on technical support, requiring capabilities equivalent to a Senior TAM.

Key Responsibilities:

• Oversee team operations, resource planning, and service continuity
• Ensure proper use of incident management tools and reporting
• Handle high-profile or complex technical cases
• Identify recurring issues and recommend improvements
• Develop problem-solving guidelines and best practices
• Lead and develop technical staff; ensure smooth onboarding
• Collaborate on support strategy, technology use, and cross-functional dependencies.
• Manage escalations and ensure KPI compliance

Individual Contributor Duties (when individual work in Support is required):

• Act as single point of contact for strategic MSA clients
• Deliver L3 technical support and professional services, including installations, migrations, and health checks
• Consult on system configurations and optimize Kaspersky solutions
• Collaborate with product and development teams on feature requests and escalations
• Ensure MSA contract compliance and provide regular reporting
• Transfer knowledge and develop technical documentation

Required Skills

Communication:

• Experience leading technical/post-sales teams
• Strong interpersonal, negotiation, and English communication skills
• Russian and/or Arabic is a plus

Technical:

• Deep expertise in networking, security, system administration, and virtualization
• Familiarity with Kaspersky B2B solutions (e.g., EDR, Mail Gateway, Encryption)
• Advanced knowledge of Windows, Linux, TCP/IP, AD, DNS
• Troubleshooting logs, traces, dump files
• Project management, scripting, and beta testing experience a plus

With Estimated Timeline

Recruitment Process (approx. 2–3 weeks total):

• Resume review (1–3 business days)
• Introductory call with Recruiter (30 min)
• Interview with Hiring Manager (60 min)
• Optional final interview (if needed)
• Offer & reference check