Senior Product Support Engineer — Enterprise & Global

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 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.