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Technical Account Manager

Technical SupportBrazilSao PauloSupportAccount Management
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The Technical Account Manager (TAM) serves as the primary point of contact for ensuring MSA premium support customers' satisfaction with Kaspersky's products and support services. This role focuses on establishing and maintaining strong working relationships with designated client contacts while ensuring the proper maintenance and effective utilization of Kaspersky products within enterprise environments. The TAM guarantees swift resolution of technical issues in accordance with service agreements and manages any necessary technical escalations. 

 

Job Responsibilities:

  • Provide technical support to customers under MSA support contracts and/or standard support;
  • Build and maintain good working relationships with assigned MSA accounts, ensuring their satisfaction with Kaspersky support and products;
  • Be accountable for the renewal of MSA contracts and growth of new MSA customers in collaboration with the sales team;
  • Take initiative on technical skills development through self-learning to obtain Kaspersky Certifications;
  • Apply system analysis techniques to diagnose product and system issues, determining optimal configurations for Kaspersky products;
  • Resolve, manage, escalate, and drive satisfactory resolution of customers' technical support issues;
  • Regularly communicate progress to stakeholders in customer/partner organizations for all technical issues;
  • Recommend improved software settings/tasks/policies or hardware upgrades based on customer business requirements;
  • Comply with all technical support workflows and processes as prescribed by HQ;
  • Proactively contribute to the enrichment of our Knowledge Base;
  • Deliver Kaspersky Professional Services including (but not limited to): Implementation, Training, Configuration, Migration, Health checks, Project management;
  • Deliver consultative knowledge transfer and documentation to clients;
  • Submit monthly reports to MSA Clients and management;
  • Serve as the technical support representative in Brazil, owning customer/partner escalations and driving timely resolution.

Requirements:

  • Fluency in English;

  • Spanish is a plus;

  • Ability to engage senior technical/management stakeholders;

  • Strong interpersonal/negotiation skills.

Advanced Technical Skills:

  • Microsoft OS (Server 2019+/Windows 10+); 

  • MS Certified preferred; Linux (Ubuntu, CentOS);

  • Enterprise networking (TCP/IP, DNS, Firewall, Active Directory);

  • Virtualization (VMware EXSi, Hyper-V);

  • Troubleshooting (Wireshark, system logs/dumps).

Intermediate Technical Skills:

  • MS SQL & Exchange;

  • Web/messaging systems.

Optional:

  • Kaspersky product certifications;

  • CompTIA CASP+.

  • Qualifications BS in IT, Computer Science, or equivalent;

  • 7+ years of experience in IT (4+ in IT security);

  • Certifications: MCP (Windows Server 2019+/Windows 10+); CCNA (beneficial); VMware EXSi/Linux.

Other Requirements: 

  • Proactive ownership of issue resolution/RCA;

  • Strong analytical troubleshooting;

  • Clear articulation of issues/next steps;

  • Critical thinking and decision-making;

  • Excellent time management and prioritization;

  • Have to pass Kaspersky core certifications within 3 months of hire.

Application Process (approx. 3 weeks total):

  • CV Review;
  • Introductory Video Call (30 min | Recruiter);
  • Hiring Manager interview (60 min | Technical/Cultural Fit);
  • Presentation Assessment (60 min);
  • Offer & Reference Check.