Premium Support Group Manager

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, all of them regular people with their own talents and hobbies.Together we protect the world from cyber threats.Join us to become part of an exceptional team, while remaining yourself and using your skills to keep us growing and evolving!The Premium Support Group Manager leads and oversees the operations of a high-level technical support team, ensuring swift and effective resolution of customer issues while fostering strong client relationships. This role combines team leadership, strategic planning, and hands-on technical support, requiring capabilities equivalent to a Senior TAM.Key Responsibilities:Oversee team operations, resource planning, and service continuityEnsure proper use of incident management tools and reportingHandle high-profile or complex technical casesIdentify recurring issues and recommend improvementsDevelop problem-solving guidelines and best practicesLead and develop technical staff; ensure smooth onboardingCollaborate on support strategy, technology use, and cross-functional dependencies.Manage escalations and ensure KPI complianceIndividual Contributor Duties (when individual work in Support is required):Act as single point of contact for strategic MSA clientsDeliver L3 technical support and professional services, including installations, migrations, and health checksConsult on system configurations and optimize Kaspersky solutionsCollaborate with product and development teams on feature requests and escalationsEnsure MSA contract compliance and provide regular reportingTransfer knowledge and develop technical documentationRequired SkillsCommunication:Experience leading technical/post-sales teamsStrong interpersonal, negotiation, and English communication skillsRussian and/or Arabic is a plusTechnical:Deep expertise in networking, security, system administration, and virtualizationFamiliarity with Kaspersky B2B solutions (e.g., EDR, Mail Gateway, Encryption)Advanced knowledge of Windows, Linux, TCP/IP, AD, DNSTroubleshooting logs, traces, dump filesProject management, scripting, and beta testing experience a plusWith Estimated TimelineRecruitment Process (approx. 2–3 weeks total): Resume review (1–3 business days)Introductory call with Recruiter (30 min)Interview with Hiring Manager (60 min)Optional final interview (if needed)Offer & reference check