Professional Services Engineer📣 Job Ad

About the Professional Services Engineer Role

Kaspersky is seeking a Professional Services Engineer (PSE) to deliver professional services to corporate customers in the META region. This full-time role is based in Riyadh and requires 5-10 years of experience. The PSE is a technical engineer responsible for ensuring customer satisfaction through expert delivery of Kaspersky's services, playing a key role in maintaining strong customer relationships and contributing to the company's reputation.

Key Responsibilities

• Perform deployments and configurations of Kaspersky solutions, integrating them into existing customer environments.
• Conduct health checks, configurations, and optimization projects for existing customers, potentially assisting partner support organizations.
• Document all aspects of service engagements, including technical notes, time spent, and project status using company systems.
• Communicate challenges to senior management to facilitate swift resolution through additional Kaspersky resources.
• Report project status to customers and management.
• Maintain and update technical documentation such as SOWs, project plans, health check templates, technical designs, and as-built documents, developing new documents as required.
• Participate in solution design preparation for new or existing customers.
• Collaborate closely with Sales and Pre-sales teams to foster deeper sales and services team involvement.
• Take initiative in technical skill development and pursue Kaspersky Certifications.
• Apply system analysis techniques to diagnose product and system issues, and determine appropriate configurations to optimize Kaspersky product usage.
• Manage, escalate, and drive the resolution of customer technical support issues based on Kaspersky products and technologies, ensuring timely solutions through established processes.
• Develop strategies to resolve customer issues using sound decision-making and critical thinking.
• Leverage appropriate resources based on severity level and security risk.
• Analyze customer business requirements to provide recommendations for hardware specifications and software settings for Kaspersky applications.
• Deliver Kaspersky professional services with a focus on high customer satisfaction, both onsite and remotely.
• Facilitate communication between customers, product experts, and development teams to manage escalations requiring fixes or feature requests.
• Contribute to the development of product documentation and provide product feature requests or suggestions to product managers.
• Work with clients to determine their IT business needs and problems, recommending the type and scope of services that best meet their requirements.
• Contribute to the development of Professional Services strategies and plans, advising on technology use.
• Plan, develop, and test technical solutions and architectures that meet client needs.
• Deliver knowledge transfer for implemented technology and provide consultative-based knowledge transfer and documentation to clients.

Required Qualifications and Experience

• 7+ years of experience in the IT industry.
• 4+ years of experience in information security.
• Must pass Kaspersky Internal certifications within an appropriate time period after on-boarding.