Senior Cybersecurity Support Engineer (Remote Spain)

Infotree Global Solutions; Madrid; Remote; EUR 45,000 - 65,000; Full time

Benefits offered by this job

Laptop provided

Fully remote within Spain

Long-term contract potential

Job summary

Infotree Global Solutions is seeking an experienced Senior Technical Support Engineer to join its international cybersecurity support team. You will provide advanced technical support to enterprise customers, investigate complex issues, and collaborate with Engineering, Product and R&D to resolve problems.

The role emphasizes Linux and networking expertise, strong customer communication, and the ability to handle escalations.

Qualifications

• 3+ years of experience in technical support within enterprise environments.
• Strong knowledge of Linux OS installation, troubleshooting, and log analysis.
• Solid networking fundamentals and troubleshooting in complex networks.
• Experience with troubleshooting applications and OS-level issues.
• Scripting experience in Python, JavaScript or PowerShell.
• Excellent written and verbal communication to explain complex concepts.
• Experience handling escalated support cases and SLAs.

Responsibilities

• Respond to customer-reported technical issues per SLAs.
• Triage, investigate, and troubleshoot complex issues via tickets, calls, and remote sessions.
• Perform advanced troubleshooting at application and OS levels.
• Analyze root causes to determine whether issues are product, config, infra, or customer environment related.
• Collaborate with Engineering, R&D, Product, and internal teams for resolution.
• Handle high-impact customer situations while maintaining satisfaction.
• Conduct root-cause investigations and support corrective actions.
• Document troubleshooting steps, findings, resolutions, and customer recommendations.
• Provide feedback to development teams on product issues and improvements.

Job description

Infotree Global Solutions is seeking an experienced Senior Technical Support Engineer to join its international cybersecurity support team. You will provide advanced technical support to enterprise customers, investigate complex issues, and collaborate with Engineering, Product and R&D to resolve problems.

The role emphasizes Linux and networking expertise, strong customer communication, and the ability to handle escalations.