Customer Success Engineer

Kaspersky; Chennai District; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Kaspersky is seeking a proactive Technical Support & Incident Resolution specialist to act as the first contact for enterprise customers in Chennai, India. You will analyze issues, prioritize, and drive resolution within SLAs, using workarounds when possible and escalating to Expert/R&D when needed.

Collaborating with CSAM, Sales, Presales, Support, Professional Services, Product Management, and R&D, you will deliver technical guidance, health checks, and knowledge transfer to help customers

Responsibilities

• Act as the first technical point of contact for assigned enterprise customers and handle technical requests related to Kaspersky products.
• Analyze, prioritize, and resolve customer issues based on technical complexity and business criticality.
• Drive issues to resolution within agreed service levels, using first-call resolution or effective workarounds wherever possible.
• Deliver or support Kaspersky Professional Services activities such as implementation, configuration, migration, upgrades, training, health checks, and technical workshops.

Skills

Technical troubleshooting

Customer communication

Problem solving

Stakeholder management

Job description

1. Technical Support & Incident Resolution

• Act as the first technical point of contact for assigned enterprise/MSA customers and handle technical requests related to Kaspersky products.
• Analyze, prioritize, and resolve customer issues based on technical complexity and business criticality.
• Drive issues to resolution within agreed service levels, using first-call resolution or effective workarounds wherever possible.
• Troubleshoot product, system, configuration, and integration issues using logs, traces, system analysis, and other diagnostic techniques.
• Take full ownership of customer issues and ensure clear communication of status, next steps, and expected resolution timelines.
• Escalate complex or product-related issues to Expert/R&D teams with the required technical information and continue to drive them to closure.

2. Customer Success & Relationship Management

• Build strong working relationships with customer technical teams and key stakeholders.
• Understand the customer's technical environment and business requirements and provide recommendations that improve the effectiveness of Kaspersky solutions.
• Help customers understand Kaspersky product capabilities, configurations, limitations, and best practices.
• Support customers with implementation, upgrades, configuration, health checks, and ongoing product adoption.
• Maintain a proactive approach by identifying technical risks and addressing potential issues before they become major incidents.
• Participate in customer meetings, including onsite engagements, and provide clear technical guidance and recommendations.

3. Collaboration & Internal Coordination

• Work closely with CSAM, Sales, Presales, Support, Professional Services, Product Management, and R&D to deliver the right customer outcome.
• Support CSAMs in complex customer discussions by providing technical expertise and recommendations.
• Provide technical input for renewals, expansions, upsell opportunities, and new solution discussions where required.
• Coordinate with internal expert teams to ensure customer issues are resolved efficiently and customer expectations are properly managed.

4. Professional Services & Technical Enablement

• Deliver or support Kaspersky Professional Services activities such as implementation, configuration, migration, upgrades, training, health checks, and technical workshops.
• Provide knowledge transfer and technical documentation to help customers operate and maintain Kaspersky solutions effectively.
• Create and maintain technical documentation, including solutions