Professional Services Engineer

About the Role

Kaspersky is seeking a Professional Services Engineer to join their team in Riyadh, Saudi Arabia. This full-time role involves delivering professional services to corporate customers within the META region. The Professional Services Engineer will be instrumental in deploying, configuring, upgrading, and maintaining Kaspersky products, as well as performing health checks and knowledge transfer.

Role Overview

The Professional Services Engineer (PSE) is a technical role focused on developing and maintaining strong customer relationships. PSEs work with cross-functional teams to escalate and resolve complex technical issues, manage crisis responses, and lead incident prevention and resolution efforts. Decisions made in this role directly impact customer business operations and Kaspersky's brand reputation, influencing software and premium support contract renewals.

Key Responsibilities

• Perform deployments and configurations of Kaspersky solutions, integrating them into customer production environments.
• Conduct health checks, configurations, and optimization projects for existing customers, including support for partner organizations.
• Document all service engagements, including technical notes, time spent, and project status.
• Communicate challenges to senior management for swift resolution utilizing Kaspersky resources.
• Report project status to customers and management.
• Update and maintain technical documents such as SOWs, project plans, health check templates, technical designs, and as-built documents.
• Develop new technical documents as required.
• Participate in solution design preparation for new and existing customers.
• Collaborate closely with Sales and Pre-sales teams.
• Develop strong customer relationships to promote deeper engagement with sales and services teams.
• Undertake self-learning and development to obtain Kaspersky Certifications.
• Apply system analysis techniques, consult with end-users to diagnose product and system issues, and determine optimal system configurations.
• Manage, escalate, and drive satisfactory resolution of technical support issues related to Kaspersky products.
• Create and develop innovative strategies for resolving customer issues using sound decision-making and critical thinking.
• Analyze customer business requirements to recommend hardware specifications and software settings for Kaspersky applications.
• Deliver Kaspersky professional services with high customer satisfaction, both onsite and remotely.
• Facilitate communication between customers, product experts, and development teams for escalations and feature requests.
• Contribute to product documentation, provide feature requests, and offer design/functionality suggestions to product managers.
• Work with clients to determine their IT business needs and problems.
• Recommend service types and durations, and design the scope of service engagements.
• Contribute to the development of Professional Services strategies and advise on technology use.
• Plan, develop, and test technical solutions and architectures to meet client needs.
• Deliver consultative-based knowledge transfer and documentation to Kaspersky clients.

Qualifications and Experience

• 7+ years of experience in the IT industry, with 4+ years in information security.
• Completed degree (at least BS or equivalent) in Information Technology, Management Information Systems, or Computer Science.
• Industry certifications such as CompTIA A+, N+, Security+, Server+, Microsoft certification in Windows Server 2016+/Windows 10+ administration, CISSP, VMware, or Linux LPI. CCNA is beneficial.
• Ability to pass Kaspersky Internal certifications within an appropriate timeframe after onboarding.

Required Skills

• Professional-level verbal and written communication skills.
• High level of customer service professionalism.
• Advanced-level interpersonal and negotiation skills.

Application Process

The application process includes an HR interview, an interview with the Hiring Team, an interview with the Head of Customer Services & Regional HR Lead, followed by an offer stage and reference check.