Customer Support Engineer

Infotree Global Solutions Inc.; Madrid; Hybrid; EUR 40,000 - 60,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Infotree Global Solutions Inc. is seeking a Customer Support Engineer (XDR/KOI) on a 12-month contract to join the Cortex XDR Support Team. You will handle technical support, resolve break/fix issues, and assist with product configurations in an international, fast-paced environment.

The role requires 3+ years of experience, English at B2 level, and strong knowledge of Salesforce and Jira. The successful candidate will work in a hybrid setup with 3 days in the Madrid area office, and will

Qualifications

• Bachelor's degree in Engineering or equivalent
• 3+ years in technical support or customer-facing engineering
• Experience in international reporting environments
• Proficiency with Salesforce and Jira
• Strong troubleshooting and root-cause analysis skills
• Excellent communication and collaboration abilities
• English proficiency B2 or higher

Responsibilities

• Manage technical support cases and document issues clearly
• Provide phone, email, and web-based assistance to customers
• Troubleshoot break/fix issues and configure products
• Collaborate with escalation teams and engineering
• Apply fault isolation and root cause analysis
• Maintain knowledge of release cycles and bug status
• Prepare technical bulletins and knowledge base articles
• Communicate updates and follow up with customers
• Contribute to process improvements

Skills

Salesforce

Jira

Google Workspace

Microsoft Office

Troubleshooting

English communication

Team collaboration

Problem solving

Education

Bachelor's degree in Engineering

Tools

Salesforce

Jira

Job description

Location: Hybrid (3 days in the office)

Contract Duration: 12 months

Experience: 3+ years

Language Requirement: English (B2 or above)

Role Overview

We are seeking a skilled and customer-focused Customer Support Engineer (XDR/KOI) to join the Cortex XDR Support Team on a 12-month contract assignment.

In this role, you will provide technical support to customers, resolving break/fix issues, troubleshooting complex technical problems, and assisting with product configurations. You will work closely with internal technical teams and engineering to ensure timely resolution of customer issues while delivering a high standard of customer service.

This is an excellent opportunity for a technically proficient professional who thrives in an international, fast-paced environment and is passionate about cybersecurity, problem-solving, and customer satisfaction.

Please note: This is a contract position. The successful candidate will be employed through a staffing partner rather than directly by the end client.

Key Responsibilities

• Manage technical support cases, ensuring issues are accurately documented, tracked, and resolved within agreed timelines.
• Provide technical assistance to customers through phone, email, and web-based support channels.
• Troubleshoot and resolve break/fix issues related to product configurations and functionality.
• Collaborate with technical support teams, escalation teams, and engineering to investigate and resolve complex customer issues.
• Apply fault isolation, diagnostic techniques, and root cause analysis to identify and address technical problems.
• Maintain a thorough understanding of software release cycles, bug lifecycles, and product updates.
• Create and publish technical support bulletins, troubleshooting guides, and other documentation for the knowledge base.
• Ensure timely customer communication, follow-ups, and case updates throughout the resolution process.
• Contribute to continuous improvement by sharing technical knowledge and identifying opportunities to enhance support processes.

Required Qualifications and Experience

• Bachelor's degree in Engineering, B.Tech, or an equivalent technical qualification.
• At least 3 years of relevant professional experience in a technical support or customer-facing engineering role.
• Experience working in an international reporting environment.
• Good knowledge and practical experience with Salesforce and Jira.
• Proficiency in Google Workspace and Microsoft Office applications.
• Strong troubleshooting, fault isolation, and root cause analysis skills.
• Ability to work effectively in a dynamic, fast-paced, and demanding environment.
• Strong communication and collaboration skills, with the ability to work across internal and outsourced teams.
• English proficiency at B2 level or above.

Preferred Qualifications

• Experience in the network security or cybersecurity industry.
• Familiarity with endpoint detection and response (EDR), extended detection and response (XDR), or related security technologies.
• Experience supporting enterprise software products and handling technical escalations.
• Understanding of software development, release management, and bug-tracking processes.

Key Skills and Competencies

The ideal candidate will demonstrate:

• Technical problem-solving: Ability to investigate complex issues and identify effective solutions.
• Customer focus: Commitment to providing responsive, professional, and high-quality technical support.
• Communication: Ability to explain technical issues clearly to customers and internal stakeholders.
• Teamwork: A collaborative approach to working with technical teams, engineering, and external partners.
• Adaptability: Ability to manage competing priorities and perform effectively in a fast-moving environment.
• Ownership and accountability: A proactive approach to managing support cases and ensuring timely resolution.
• Attention to detail: Strong documentation, case management, and follow-up practices.
• Integrity and initiative: A self-motivated, goal-oriented mindset with a strong sense of responsibility.

Working Arrangement

• Contract Type: 12-month assignment.
• Work Model: Hybrid, with 3 days per week in the office.
• Team Environment: International, collaborative, and technically focused.
• Reporting Line: Cortex XDR EMEA Support Manager.

What Makes This Opportunity Attractive?

• Opportunity to work with advanced cybersecurity technologies.
• Exposure to enterprise-level technical support and complex troubleshooting scenarios.
• Collaboration with experienced technical support and engineering professionals.
• Experience working in an international environment.
• Opportunity to develop expertise in XDR, cybersecurity, and technical support operations.