Senior Technical Support Engineer – Cybersecurity

Infotree Global Solutions Inc.; Madrid; Híbrido; EUR 45.000 - 65.000; Jornada completa

Descripción de la vacante

Infotree Global Solutions Inc. is seeking an experienced Senior Technical Support Engineer to join our international cybersecurity support team in Madrid.

You will deliver advanced technical assistance to enterprise customers, investigate complex issues, and collaborate with engineering to drive product improvements. You will triage escalations, troubleshoot across Windows, Linux, and macOS, and communicate findings clearly in English to global clients.

Formación

• At least 3 years in a Technical Support Engineer or similar role.
• Proven experience supporting external enterprise customers in a technical environment.
• Hands-on experience with endpoint security solutions (EDR/XDR).
• Strong knowledge of SIEM technologies (data collection, parsing, correlation, dashboards, reporting).
• Good understanding of networking fundamentals and troubleshooting in complex environments.
• Experience installing/troubleshooting across Windows, Linux, and macOS.
• Excellent written and verbal English communication for international customers.
• Strong analytical and problem-solving mindset with customer focus.

Responsabilidades

• Provide advanced technical support to enterprise customers via ticketing systems, phone, email, and remote sessions.
• Investigate, troubleshoot, and resolve complex application- and OS-level issues.
• Triage incidents and manage escalations per SLAs.
• Identify root causes and distinguish product defects, environmental issues, and configuration problems.
• Collaborate with engineering teams to resolve issues and improve product performance.
• Provide feedback on customer-reported issues to drive product improvements.
• Document troubleshooting steps, findings, resolutions, and communications accurately.
• Facilitate root cause investigations and contribute to CAPA actions.

Conocimientos

EDR/XDR

SIEM

Networking fundamentals

Windows/Linux/macOS troubleshooting

English communication

Problem solving

Descripción del empleo

We are looking for an experienced and customer-focused Senior Technical Support Engineer to join an international technical support team within the cybersecurity industry.

In this role, you will provide advanced technical support to enterprise customers using complex security platforms. You will investigate technical issues, manage escalations, troubleshoot security solutions, and collaborate with internal engineering teams to identify and resolve product-related problems.

This is an excellent opportunity for a technically strong professional who enjoys solving complex problems, supporting international customers, and working in a fast-paced, collaborative environment.

Location: Madrid, Spain | Hybrid | 18-month contract
Expected Start Date: November-December 2026

Key Responsibilities

• Provide advanced technical support to enterprise customers via ticketing systems, phone, email, and remote sessions.

• Investigate, troubleshoot, and resolve complex application-level and operating-system-level issues.

• Triage customer-reported incidents and manage escalations in accordance with established Service Level Agreements (SLAs).

• Identify root causes and distinguish between product defects, environmental issues, and configuration problems.

• Collaborate with engineering teams to resolve technical issues and improve product performance.

• Provide feedback on customer-reported product issues to support continuous product improvement.

• Document troubleshooting steps, findings, resolutions, and customer communications accurately.

• Facilitate root cause investigations and contribute to corrective and preventive measures.

Required Qualifications

• At least 3 years of experience as a Technical Support Engineer or in a similar technical support role.

• Proven experience supporting external enterprise customers in a technical environment.

• Hands-on experience with endpoint security solutions, including Endpoint Detection and Response (EDR) and/or Extended Detection and Response (XDR).

• Strong knowledge of Security Information and Event Management (SIEM) technologies, including data collection, data parsing, correlation rules, dashboards, reporting, and integrations.

• Good understanding of networking fundamentals and the ability to troubleshoot complex environments involving multiple applications and protocols.

• Experience installing, troubleshooting, and debugging applications across Windows, Linux, and macOS environments.

• Excellent written and verbal English communication skills, with the ability to support international customers.

• Strong analytical and problem-solving skills and a customer-focused mindset.

• Ability to handle challenging customer situations professionally and collaboratively.

• High level of integrity, adaptability, and ownership.

Nice to Have

• Experience with enterprise cybersecurity and security analytics platforms.

• Knowledge of cloud infrastructure and cloud-based security solutions.

• Experience with incident response and security investigations.

• Scripting experience for troubleshooting and automation.

• Experience with Microsoft server technologies, including Active Directory, Group Policy, SCCM, MSSQL, IIS, or Exchange.