Senior Product Support Engineer

Join a global product support team working on Nexthink a complex enterprise-grade solution used by customers worldwide. This role sits right at the intersection of technology customers and real problem-solvingnot ticket-passing. 

Youll handle Level 1 and Level 2 support end to end owning issues from first contact to resolution collaborating with internal teams and directly impacting customer satisfaction. 

Youll report to the Service Delivery Manager EMEA and work in a hybrid setup from our Madrid office. 

Job Duties

• Own L1 & L2 support cases for customers and partners across multiple regions 

• Troubleshoot complex issues involving Linux servers Windows environments networking and cloud infrastructure 

• Work directly with customers via remote sessions and follow-ups no hiding behind tickets 

• Track and manage cases from initial report to final resolution 

• Collaborate with Engineering Product and other internal teams to unblock issues fast 

• Participate in incident reviews and follow-up meetings 

• Actively maintain and improve the knowledge base so the same problem doesnt get solved twice 

• Take real ownership of your domain not just do what the runbook says 

Qualifications :

• 3 years of hands-on technical support experience (enterprise or product support) 

• Strong applications troubleshooting (log analysis) 

• Solid knowledge of Windows OS Linux would be a plus 

• Good understanding of cloud environments (like AWS or Azure); microservices knowledge is a plus 

• Experience with virtualization systems and basic network administration 

• Confident English communication skills (written and spoken) 

• Customer-focused mindset 

• Curious detail-oriented and not afraid to dig deep into problem

Additional Information :

Why this role is worth your time 

• Youre not stuck at pure L1real technical depth and ownership 

• Exposure to enterprise-scale environments and modern cloud architectures 

• Global customer interaction not just local support 

• Hybrid work model with a strong team presence 

• A role where initiative and accountability actually matter 

Remote Work :

No

Employment Type :

Intern