Senior Product Support Engineer

Nexthink; Comunidad de Madrid; Híbrido; EUR 35.000 - 55.000; Jornada completa

Descripción de la vacante

Nexthink is seeking a proactive Technical Support professional to join our global team in Madrid, delivering Level 1 and 2 support for an enterprise-grade software platform. You will troubleshoot across Linux, Windows, networking, and cloud environments, while maintaining direct customer engagement and knowledge base quality.

Reporting to the Service Delivery Manager – EMEA, this hybrid role combines hands-on problem solving with collaboration across Engineering and Product teams to resolve

Formación

• 3+ years of hands-on technical support experience (enterprise or product support).
• Strong log analysis and troubleshooting skills.
• Solid knowledge of Windows OS; Linux knowledge is a plus.
• Experience with virtualization, systems, and basic network administration.
• Confident English communication (written and spoken).
• Customer-focused mindset and problem ownership.

Responsabilidades

• Own L1 & L2 support cases for customers and partners across multiple regions.
• Troubleshoot complex issues involving Linux servers, Windows environments, networking, and cloud infrastructure.
• Work directly with customers via remote sessions and follow-ups.
• Track and manage cases from initial report to final resolution.
• Collaborate with Engineering, Product, and other internal teams to unblock issues fast.
• Participate in incident reviews and follow-up meetings.
• Actively maintain and improve the knowledge base so the same problem doesn’t get solved twice.
• Take real ownership of your domain, not just “do what the runbook says”.

Conocimientos

Windows OS

Linux

Log analysis

Cloud environments

AWS

Azure

English communication

Customer-focused

Problem ownership

Herramientas

AWS

Azure

Descripción del empleo

Nexthink is the leader in digital employee experience management software. The company provides IT leaders with unprecedented insight allowing them to see, diagnose and fix issues at scale impacting employees anywhere, with any applicationor network, before employees notice the issue. As the first solutionto allow IT to progress from reactive problem solving to proactive optimization, Nexthink enables its more than 1,500 customers to provide better digital experiences to more than 25+ millionemployees. Dual headquartered in Lausanne, Switzerland and Boston, Massachusetts, Nexthink has 9 offices worldwide.

Job Description

Join a global product support team working on Nexthink, a complex, enterprise-grade solution used by customers worldwide. This role sits right at the intersection of technology, customers, and real problem-solving—not ticket-passing.

You’llhandle Level 1 and Level 2 support end to end,owningissues from first contact to resolution, collaborating with internal teams, and directlyimpactingcustomer satisfaction.

You’llreport to the Service Delivery Manager – EMEA and work in a hybrid setup from our Madrid office.

Job Duties

Own L1 & L2 support cases for customers and partners across multiple regions

Troubleshoot complex issues involving Linux servers, Windows environments, networking, and cloud infrastructure

Work directly with customers viaremote sessions and follow-ups,nohiding behind tickets

Track and manage cases frominitialreport to final resolution

Collaborate with Engineering, Product, and other internal teams to unblock issues fast

Participate in incident reviews and follow-up meetings

Activelymaintainand improve the knowledge base so the same problemdoesn’tget solved twice

Take real ownership of your domain, not just “do what the runbook says”

Qualifications

3+ years of hands‑on technical support experience (enterprise or product support)

Strongapplications troubleshooting(log analysis)

Solid knowledge of Windows OS, Linux would be a plus

Good understanding of cloud environments (likeAWSor Azure); microservices knowledge is a plus

Experience with virtualization, systems, and basic network administration

Confident English communication skills (written and spoken)

Customer-focused mindset

Curious, detail-oriented, and not afraid to dig deep into problem

Additional Information

Why this role is worth your time

You’renot stuck at pure L1—real technicaldepth and ownership

Exposure to enterprise-scale environments and modern cloudarchitectures

Global customer interaction, not just local support

Hybrid work model witha strong teampresence

A role where initiative and accountabilityactually matter