Professional Services Engineer

About Kaspersky

For over 26 years, Kaspersky has been defending individuals and corporate clients worldwide against cyber threats. With a user base exceeding 400 million, 270,000 corporate customers, more than 517 products, 1100 technological patents, and 34 offices globally, Kaspersky employs over 4,500 experts dedicated to cyber protection.

Role Summary

The Professional Services Engineer (PSE) provides professional services across the META region, including deployment, configuration, upgrades, maintenance, health checks, and knowledge sharing of Kaspersky products. PSEs are key technical personnel that nurture strong customer relationships, collaborate across teams to resolve complex challenges, and manage technical escalations and incidents to uphold the company’s reputation and customer retention.

Key Responsibilities

• Deploy and configure a range of Kaspersky products, integrating them into customers' existing environments.
• Conduct health checks, optimize configurations, and assist partner support teams for current clients.
• Maintain comprehensive documentation for service engagements including technical notes, project status, and time tracking using company systems.
• Report project progress and escalate challenges to senior management when extra support is necessary.
• Update and develop essential technical documents such as statements of work (SOWs), project plans, health check templates, technical designs (including Visio diagrams), and as-built documentation.
• Collaborate with Sales and Pre-sales teams to prepare solution designs for clients.
• Build and strengthen long-term customer relationships to encourage deeper involvement from sales and service teams.
• Engage in continuous self-development and pursue Kaspersky certifications to enhance technical expertise.
• Apply system analysis to diagnose product or system issues; recommend and configure system settings for optimal product performance.
• Manage and escalate technical support cases, coordinating resolution resources based on severity and risk.
• Develop innovative approaches to resolve customer issues using critical thinking and sound decision-making.
• Analyze customer business requirements to recommend suitable hardware and software specifications.
• Deliver professional services on-site or remotely as per agreed terms, ensuring high customer satisfaction.
• Facilitate communication between customers, product experts, and development teams to manage escalations and feature requests.
• Contribute feedback and suggestions for product improvement based on customer experience.
• Work directly with clients to identify IT needs, recommend service types and durations, and design engagement scopes.
• Advise on professional service strategies and technology utilization.
• Plan, develop, and test technical solutions and architectures to meet client requirements.
• Provide knowledge transfer and training sessions to customers on implemented technologies.

Required Experience and Skills

• Minimum of 7 years' experience in IT with at least 4 years in information security.
• Professional-level telephone communication and excellent verbal and written English skills.
• High standards of customer service professionalism, advanced interpersonal and negotiation skills.
• Knowledge of Russian and/or Arabic languages is advantageous.
• Basic understanding of MS SharePoint.
• Intermediate expertise in MS SQL, MS Exchange, web/email/messaging systems, cloud technologies including Office 365, container technologies like Docker, beta testing, embedded systems, sandbox technologies, and troubleshooting Kaspersky products.
• Experience with Kaspersky solutions such as Endpoint Security for Windows, Endpoint Detection & Response Optimum, and Security for Windows Servers.
• System administration proficiency for Microsoft OS platforms (Windows Server 2008+ and Windows 7+).
• Familiarity with corporate networking infrastructure including DNS, SIEM, group policies, Active Directory, and Domain Controllers.

Preferred Technical Competencies

• Understanding of TCP/IP and LAN technologies.
• Experience with Linux operating systems.
• Knowledge of security solutions including firewalls, authentication, encryption, and antivirus management systems.
• Strong troubleshooting skills involving log, trace, and dump file analysis.
• Familiarity with virtualization platforms such as VMware, Nutanix, KVM, Hyper-V, and Citrix.
• Experience with advanced Kaspersky solutions including KATA, EDR, CyberTrace, Scan Engine, Kaspersky Security for Cloud Console, MDR, XDR, Unified Management Analysis Platform (KUMA-SIEM), Security for Linux Mail Servers, Security for Mail Gateway, Security for Exchange Server, Web Traffic Security, Encryption, System Management, MDM, Endpoint Security for Mac and Linux, KSV agents, and Industrial Security Solutions.

Education and Certifications

A completed bachelor’s degree or equivalent in Information Technology, Management Information Systems, or Computer Science is required. Relevant certifications include but are not limited to:

• CompTIA A+, Network+, Security+, Server+ or equivalents.
• Microsoft certifications related to Windows Server 2016+ and Windows 10+ system administration.
• CCNA, CISSP, VMware certification, Linux LPI, or equivalent certifications are advantageous.

Recruitment Process

• Human Resources interview.
• Interview with the hiring team.
• Interview with Head of Customer Services and Regional HR Lead.
• Offer stage and reference checks.