Senior Technical Support Engineer – Cybersecurity (m/f/d)

Infotree Global Solutions Inc.; Madrid; Hybrid; EUR 50,000 - 65,000; Full time

Job summary

Infotree Global Solutions Inc. in Madrid is seeking an experienced Senior Technical Support Engineer to join an international cybersecurity support team. You will provide advanced technical assistance to enterprise customers, investigate complex issues, and collaborate with engineering to resolve product problems.

The role is hybrid in Madrid, with an 18-month fixed-term contract. You will handle escalations, manage SLAs, document troubleshooting steps, and contribute to product improvements for

Qualifications

• Minimum 3 years in a technical support role for enterprise customers.
• Experience supporting external enterprise customers in a technical environment.
• Hands-on with endpoint security (EDR/XDR).
• Strong SIEM knowledge (data collection, parsing, correlation, dashboards).
• Networking fundamentals and ability to troubleshoot complex environments with multiple applications.
• Experience installing, troubleshooting across Windows, Linux, and macOS environments.
• Excellent written and verbal English communication skills for international customers.
• Analytical, customer-focused mindset with ownership.

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 per SLAs.
• Identify root causes and distinguish 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.

Skills

EDR

XDR

SIEM

Networking

Windows

Linux

macOS

English

Analytical thinking

Customer focus

Tools

Active Directory

Group Policy

SCCM

MSSQL

IIS

Exchange

Job description

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
Contract Type: 18-month fixed-term contract

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.

Additional Information

The role follows a Monday-Friday schedule, with occasional weekend support requirements.

Travel and Transportation Requirements

This role may require travel to business meetings and events and requires reliable transportation to do so. If a hire chooses to drive with customers as their passengers or for other business reasons, hires must be in possession and maintain a valid driver's license.