Product Technical Support Engineer (Advance level)

Nexthink; Madrid; Presencial; EUR 35.000 - 50.000; Jornada completa

Descripción de la vacante

A global IT solution provider is seeking a Product Support Engineer in Madrid. The role involves providing Level 1 and Level 2 support for the Nexthink solution. Candidates should have significant technical support experience and excellent communication skills in English. The position offers a hybrid work model and a generous benefits package, including private health insurance and unlimited vacation.

Servicios

Private health insurance (Sanitas)

Daily meal vouchers of 11 EUR

Unlimited vacation

Gym subscription reimbursement

Relocation package for international hires

Formación

• At least four years of technical support experience.
• Excellent written and verbal communication skills in English.
• Experience troubleshooting Linux server-side applications.
• Knowledge of cloud technologies such as Azure or AWS is a plus.

Responsabilidades

• Provide Level 1 and Level 2 support for customers and partners worldwide.
• Handle troubleshooting, including phone communication and remote sessions.
• Track every request from beginning to resolution.
• Participate in follow-up meetings with teams involved in resolutions.

Conocimientos

Technical support experience

Written and verbal communication in English

Troubleshooting Linux server-side applications

Knowledge of Windows OS

Understanding of cloud technologies

Experience in virtualization

Customer service orientation

Attention to detail

Descripción del empleo

Job Description

As a Product Support Engineer / Technician you will be handling support level 1 and level 2 requests around the Nexthink solution and its different components. You will be based in our branch office in Madrid, with a hybrid model (3 days per week in the office), and you will report to the Service Delivery Manager – EMEA.

The candidate must have previous experience in technical support and should be willing to work in a team, while also being autonomous, ready to learn, and open to feedback from peers and superiors. He or she should feel a high sense of ownership of the domain he or she is responsible for.

Job Duties

• Level 1 and Level 2 support for customers and partners worldwide.
• Direct handling of the troubleshooting phase, including phone communication and remote sessions with stakeholders.
• Constant tracking of every request from the beginning until resolution.
• Participation in follow‑up meetings with the different teams of the organization involved in the resolution of a given topic.
• Update, maintain, and enhance the knowledge base.

#LI-Hybrid

Qualifications

• At least four years of technical support experience.
• Excellent written and verbal communication skills in English.
• Consolidated experience troubleshooting Linux server‑side applications.
• Good knowledge of Windows OS.
• Good understanding of cloud technologies such as Azure or AWS; microservices is a plus.
• Consolidated experience in virtualization, systems, and network administration.
• Very strong orientation towards customer service.
• Curiosity and strong attention to detail.

Additional Information

We are pioneers and trailblazers of a global IT Market Category (DEX) that is shaping the future of how the world works, giving our customers’ IT teams total digital visibility across their enterprise. Our innovative solutions integrate real‑time analytics, automation, and employee feedback across all endpoints. This enables our IT teams to solve complex technical challenges, create ever more productive workplaces, and deliver happy, satisfied employees in the digital workplace.

With over 1,000 employees across five continents, Nexthink operates as One Team, connecting, collaborating, and innovating to continuously grow. We call our employees ‘Nexthinkers’ and our commitment to diversity, inclusion, and equity is second to none. We currently have over 75 nationalities working with us, from all cultures and backgrounds, speaking many different languages.

If you are looking for a change and like a nice atmosphere, lots of challenges, and having fun while working, this is a great opportunity for you! Check what we offer:

• Permanent contract and a competitive compensation package (stock options also included).
• Amazing centrally located offices near the Bernabéu Stadium.
• Private health insurance (Sanitas) and daily meal vouchers of 11 EUR will be entirely covered by us.
• Hybrid work model balancing office and remote work, with a structured approach for new hires to foster connections and onboarding.
• Flexible hours and unlimited vacation (employees have unlimited paid time off on top of the 23 days of holidays we offer) plus three company‑paid volunteer days.
• Up to 25 EUR per month for a gym subscription.
• Flexible compensation plan for childcare and public transportation.
• Reimbursement of up to 50 % of the cost of English and Spanish classes.
• Fresh fruit, cookies, soft drinks, and protein shakes at the office.
• Regular company and team events like Pizza talks, team‑building activities, Christmas parties, hosting Meetups at the office, and more!
• Bonuses for referring successful hires after three months of continuous employment.
• We offer a relocation package to people who are coming from another country.

Please note that not all the benefits listed above are available for temporary, contract, and internship roles. To ensure you have the most up‑to‑date information, we recommend checking with your Recruitment Partner.