Senior Cybersecurity Support Engineer - Enterprise EDR/XDR

Infotree Global Solutions Inc.; Madrid; Hybrid; EUR 45,000 - 65,000; Full time

Job summary

Infotree Global Solutions Inc. is seeking an experienced Senior Technical Support Engineer to join our international cybersecurity support team in Madrid.

You will deliver advanced technical assistance to enterprise customers, investigate complex issues, and collaborate with engineering to drive product improvements. You will triage escalations, troubleshoot across Windows, Linux, and macOS, and communicate findings clearly in English to global clients.

Qualifications

• At least 3 years in a Technical Support Engineer or similar role.
• Proven experience supporting external enterprise customers in a technical environment.
• Hands-on experience with endpoint security solutions (EDR/XDR).
• Strong knowledge of SIEM technologies (data collection, parsing, correlation, dashboards, reporting).
• Good understanding of networking fundamentals and troubleshooting in complex environments.
• Experience installing/troubleshooting across Windows, Linux, and macOS.
• Excellent written and verbal English communication for international customers.
• Strong analytical and problem-solving mindset with customer focus.

Responsibilities

• Provide advanced technical support to enterprise customers via ticketing systems, phone, email, and remote sessions.
• Investigate, troubleshoot, and resolve complex application- and OS-level issues.
• Triage incidents and manage escalations per SLAs.
• Identify root causes and distinguish product defects, environmental issues, and configuration problems.
• Collaborate with engineering teams to resolve issues and improve product performance.
• Provide feedback on customer-reported issues to drive product improvements.
• Document troubleshooting steps, findings, resolutions, and communications accurately.
• Facilitate root cause investigations and contribute to CAPA actions.

Skills

EDR/XDR

SIEM

Networking fundamentals

Windows/Linux/macOS troubleshooting

English communication

Problem solving

Job description

Infotree Global Solutions Inc. is seeking an experienced Senior Technical Support Engineer to join our international cybersecurity support team in Madrid.

You will deliver advanced technical assistance to enterprise customers, investigate complex issues, and collaborate with engineering to drive product improvements. You will triage escalations, troubleshoot across Windows, Linux, and macOS, and communicate findings clearly in English to global clients.