Senior Technical Account Manager

Company Name: Kaspersky Lab jobs, Employment

Location: US

Job Duration: 2021-09-15 to 2021-10-15


The Senior Technical Account Manager (STAM) leads the managed service relationship to assist Managed Service Agreement (MSA) Enterprise support customers in architecting, configuring, and maintaining all Kaspersky related applications in their enterprise environment.  The STAM is both an expert IT professional and systems analyst who works independently and is empowered to resolve technical issues with Kaspersky software using troubleshooting, problem solving, and customer-care skill sets.  STAMs are highly skilled technical engineers that excel in managing both the technical and interpersonal dimensions of the customer relationship, often working directly with business owners or C-level members of enterprise-level organizations in the escalation and resolution of challenging issues.  Senior Technical Account Managers regularly deep dive into technical issues, manage crisis-response, and lead incident prevention and/or resolution efforts.  The STAM makes decisions that directly impacts the customer’s business and in turn, reflects on the KL brand reputation, as well as, the customer’s decision on renewing the software and premium support contract.  They also provide customer feedback to R&D, and act as a coach and mentor to the TAM team.


What You Will Be Doing:

  • Provide technical support to MSA customers under a premium support contract.  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
  • Manage, escalate, and drive satisfactory resolution of customers’ technical support issues based on Kaspersky products and technologies
  • Drive issue resolution using established processes and procedures in coordination with supporting resources to ensure a timely solution
  • Create and develop innovative strategies to resolve customer issues using sound decision making and critical thinking skills
  • Leverage appropriate resources based on the severity level and security risk to the customer’s environment
  • Analyze customer business requirements to create recommendations for hardware specifications as well as software settings in regards to Kaspersky applications
  • Deliver world-class service to ensure customer satisfaction with MSA premium support with a focus on incident resolution and the renewal of both product and service
  • Design and develop innovative solutions to customer requirements using our server and desktop products with assistance from our internal engineering group and consulting architects as required
  • Understand short and long-term customer goals and objectives as they relate to network information security
  • Maintain deep practical knowledge of Kaspersky applications and their integration within the customer’s environment, including networking, security, systems administration, and application management
  • Create and facilitate communication between customers, product experts, and development teams at Kaspersky to manage escalations requiring fixes, patches, or feature requests
  • Develop and maintain best practices for implementing and supporting Kaspersky products in both internal and customer-facing knowledge bases
  • Help design and develop product documentation as well as provide product feature requests, including product operation and design/functionality, by providing suggestions to product managers from customers and users
  • Manage and conduct the testing and documentation of beta products through the pilot program based on system design specifications
  • Expected to be available and on-call when contacted by premium support customers for critical issues during non-operational hours – also when contacted by team members and department management
  • Manage sales escalation process between department management and TAM team
  • Enforce compliance of MSA Enterprise contract as written
  • Mentor, coach, and train the TAM team with STAM’s knowledge and experience


What You Should Have/Know:

Required Communication Skills

  • Professional-level phone communication skills
  • Verbal communication skills must be at the professional level
  • Written communication skills must also be at the professional level
  • Advanced-level intrapersonal skills
  • Advanced-level negotiation skills


Required Technical Skills

  • Intermediate knowledge in:
    • MS SQL, MS Exchange, and MS SharePoint
    • Web and Messaging Systems
    • Linux OS
    • *The following Kaspersky solutions: Security for SharePoint Server, Security for Linux Mail Server, Security for Exchange Server, Security for ISA/TMG Server, Endpoint Security for Linux, KSV Agentless, KSV Light Agent, and KAV for Linux Server.
  • Advanced knowledge in:
    • TCP/IP and LAN Technologies
    • Microsoft OS (Server 2008+ and Windows 7+)
    • Corporate networking infrastructures, including DNS, group policy, and AD structure
    • Security solutions (Firewalls/authentication/encryption/AV MS)
    • Troubleshooting skills including the ability to analyze logs, traces, and dump files
    • Virtualization environments (VMware, Hyper-V, Citrix)
    • Testing and QA methodologies/technologies for beta versions
    • *Kaspersky Troubleshooting
    • *The following Kaspersky solutions: Endpoint Security for Windows, Security for Windows Servers, Encryption, System Management, MDM, and Endpoint Security for Mac

Education / Technical Certifications

  • Completed degree (BS) in Information Technology, Management Information Systems, or Computer Science field and/or the following industry certifications:
    • CompTIA A+ or equivalent
    • CompTIA N+ or equivalent
    • CompTIA Security + or equivalent
    • CompTIA Server+ or equivalent
    • MCP: Windows Server 2008+ and Windows 7+


*Will be required to pass Kaspersky Internal certifications within appropriate time period after on-boarding.


Other Required Skills

  • Sound decision making and critical thinking skills
  • Ability to create and drive a strategy to address customer issues
  • Expert time management, organization and prioritization skills
  • Ability to own issue resolution, root cause analysis, and remediation
  • Must be able to work flexible hours and some company holidays, as well as on-call
  • Travel potential up to 10%