Senior Cybersecurity Support Engineer - Hybrid Madrid

Infotree Global Solutions Inc.; Madrid; Hybrid; EUR 50,000 - 65,000; Full time

Job summary

Infotree Global Solutions Inc. in Madrid is seeking an experienced Senior Technical Support Engineer to join an international cybersecurity support team. You will provide advanced technical assistance to enterprise customers, investigate complex issues, and collaborate with engineering to resolve product problems.

The role is hybrid in Madrid, with an 18-month fixed-term contract. You will handle escalations, manage SLAs, document troubleshooting steps, and contribute to product improvements for

Qualifications

• Minimum 3 years in a technical support role for enterprise customers.
• Experience supporting external enterprise customers in a technical environment.
• Hands-on with endpoint security (EDR/XDR).
• Strong SIEM knowledge (data collection, parsing, correlation, dashboards).
• Networking fundamentals and ability to troubleshoot complex environments with multiple applications.
• Experience installing, troubleshooting across Windows, Linux, and macOS environments.
• Excellent written and verbal English communication skills for international customers.
• Analytical, customer-focused mindset with ownership.

Responsibilities

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

Skills

EDR

XDR

SIEM

Networking

Windows

Linux

macOS

English

Analytical thinking

Customer focus

Tools

Active Directory

Group Policy

SCCM

MSSQL

IIS

Exchange

Job description

Infotree Global Solutions Inc. in Madrid is seeking an experienced Senior Technical Support Engineer to join an international cybersecurity support team. You will provide advanced technical assistance to enterprise customers, investigate complex issues, and collaborate with engineering to resolve product problems.

The role is hybrid in Madrid, with an 18-month fixed-term contract. You will handle escalations, manage SLAs, document troubleshooting steps, and contribute to product improvements for