Senior Product Support Engineer

Nexthink; Madrid; Hybrid; EUR 36,000 - 54,000; Full time

Benefits offered by this job

Hybrid work model

Office in Madrid

Job summary

Nexthink in Madrid is hiring a hybrid-supported Level 1/2 Technical Support Specialist. You’ll own incidents end-to-end, troubleshoot Linux, Windows, and cloud issues, and work directly with customers in a global environment. English communication is essential.

You’ll collaborate with Engineering and Product teams, contribute to knowledge base updates, and take real ownership beyond runbooks, in a role that combines hands-on depth with proactive problem solving.

Qualifications

• 3+ years of hands-on technical support experience (enterprise or product support)
• Strong applications troubleshooting (log analysis)
• Solid knowledge of Windows OS, Linux would be a plus
• Good understanding of cloud environments (like AWS or 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

Responsibilities

• 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, no hiding behind tickets
• 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”

Skills

L1/L2 support

Windows OS

Linux OS

Cloud environments

Networking basics

English fluent

Tools

AWS

Azure

Virtualization

Job description

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