Responsibilities
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 setting 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 solut

📌 Customer Success Engineer (Chennai)
🏢 Kaspersky
📍 Chennai