Senior Product Support Engineer — Enterprise Cloud

Nexthink; Comunidad de Madrid; Hybrid; EUR 35,000 - 55,000; Full time

Job summary

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

Qualifications

• 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.

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.
• 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

Windows OS

Linux

Log analysis

Cloud environments

AWS

Azure

English communication

Customer-focused

Problem ownership

Tools

AWS

Azure

Job description

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