Customer Support Analyst- Brazil

buscojobs Brasil; São Paulo; Presencial; BRL 20.000 - 80.000; Tempo integral

Descrição da oferta de emprego

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 who protect the world from cyber threats. Join us to become part of an exceptional team and use your skills to keep us growing and evolving.

Technical Account Manager

The Technical Account Manager serves as the primary point of contact to ensure MSA premium support customers are satisfied with Kaspersky’s products and services. This role focuses on establishing and maintaining strong relationships with designated client contacts while ensuring proper maintenance and effective utilization of Kaspersky products within enterprise environments. The TAM guarantees swift resolution of technical issues per service agreements and manages necessary technical escalations.

Key Responsibilities:

• Manage MSA customer requests to ensure timely and efficient issue resolution
• Deliver MSA premium support focused on incident resolution and product/service renewal
• Ensure compliance with Maintenance Service Agreements
• Conduct regular onsite visits for MSA Enterprise customers to maintain engagement
• Follow documented processes to maintain visibility of customer issues/requests
• Facilitate communication between customers, product experts, and development teams for escalations
• Assess IT business needs, requirements, and challenges; plan and test technical solutions
• Diagnose product/system issues through end-user consultation; advocate for fixes or feature requests
• Provide work reports, host review calls, and deliver knowledge transfer/documentation
• Update product documentation and share feedback with product managers
• Deliver Professional Services upon request

Skills & Qualifications:

• Fluent in English; Spanish proficiency is a strong plus
• Strong interpersonal, negotiation, and stakeholder engagement skills
• Advanced Technical Expertise in Windows OS, virtualization, and troubleshooting tools
• Certificates/education in IT; 7+ years IT experience with 4+ years in IT security preferred
• Must obtain Kaspersky core certifications within 3 months of hire

Technical Support Engineer

Kaspersky offers a range of Technical Support Engineer roles with responsibilities such as resolving escalated technical issues, performing in-depth analyses, and collaborating with Product, Engineering, and Support teams to improve product quality and customer satisfaction.

• Key Responsibilities: manage escalations, diagnose and resolve complex issues, provide technical guidance, and contribute to knowledge base
• Requirements: strong English; experience with Windows/Linux, networking, virtualization, and troubleshooting tools; 3+ years in IT support or related field
• Preferred: IT security background, VMware ESXi/Hyper-V, SQL/Exchange experience

Technical Support Specialist

Roles include handling customer complaints and providing technical assistance to distributors and end-users, with responsibilities such as resolving product issues, providing on-site support for critical projects, and collecting customer feedback.

• Responsibilities: resolve product malfunctions, install/maintain products, provide timely technical support to customers and sales teams, on-site support as needed
• Qualifications: Bachelor’s degree; 2+ years in technical support; strong problem-solving and communication skills

Senior Technical Support Engineer

Senior role focused on high-level technical support, coordinating with cross-functional teams to resolve complex issues, participate in post-incident reviews, and mentor junior staff.

International Technical Support Specialist

Service Delivery Professional role providing technical support to clients in international markets, including training, inventory management, and cross-functional collaboration to drive regional growth.

• Responsibilities: complete customer service training, manage parts/inventory, propose product improvements, support regional growth

Technical Support Specialist L3

Remote full-time Tier 3 SaaS support for a U.S. client in fintech. Responsibilities include escalation handling, root-cause analysis, collaborating with Engineering and Product, and documenting resolutions.

• Requirements: 3+ years of Tier 3 support, English plus Portuguese or Spanish, strong troubleshooting, knowledge of APIs, logs, and backend issues
• Preferred: experience with Python

Wireless IoT Technical Support Specialist

Pre-sales and post-sales technical support for Wireless IoT. Responsibilities include acting as primary contact from design-in to validation, collaborating with cross-functional teams, and maintaining in-depth product knowledge.

• Requirements: strong Wireless IoT background, excellent communication, ability to work remotely

Technical Customer Support Professional

Customer support-focused role with expert-level technical support skills, including ticket-based support, collaboration with Product and Engineering, and English/Portuguese language proficiency.

• Responsibilities: email/ticket/live chat support, troubleshooting, collaboration with cross-functional teams
• Requirements: strong English/Portuguese, 1-2 years in technical support, ability to convey complex information clearly

Other Information

We are an equal opportunities employer and value diverse candidates. Benefits and start date vary by role and location.

Recruitment Process (illustrative): Resume Review, Introductory Video Call, Offer & Reference Check.

Note: This description consolidates multiple related Technical Support roles with core responsibilities and qualifications. Specific duties may vary by exact position and location.