Customer Success Engineer

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Description

Responsibilities: Request handling and incident resolution Process requests from customers for products in their area of responsibility. Prioritize requests depending on the technical context and business criticality. Solve incidents within the agreed scope in the minimum number of iterations and in the shortest possible time. Ensure product technical problems are resolved or worked around rapidly within the service agreement obligations. Resolve, manage, escalate, and drive satisfactory resolution of customers' technical support issues based on Kaspersky products and technologies. Process premium technical support tickets in compliance with established technical support workflows and processes. Focus on a proactive principle of interaction with the customer within the framework of the request, demonstrating ownership and genuine interest in solving the problem. Apply system analysis techniques and procedures and consult with end users to diagnose product and system issues, and determine appropriate system configurations and specifications to optimize usage of Kaspersky products. Collaboration, escalation and internal coordination Collaborate with technical specialists, service managers, and escalate to expert lines when necessary to resolve complex issues. Communicate progress on a regular basis to stakeholders in customer and partner organizations for both normal and escalated technical issues. Communicate with MSA customers and accompany CSAMs on borderline or complex topi

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