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

Infotree Global Solutions; Madrid; Remote; EUR 45,000 - 65,000; Full time

Benefits offered by this job

Laptop provided

Fully remote within Spain

Long-term contract potential

Job summary

Infotree Global Solutions is seeking an experienced Senior Technical Support Engineer to join its international cybersecurity support team. You will provide advanced technical support to enterprise customers, investigate complex issues, and collaborate with Engineering, Product and R&D to resolve problems.

The role emphasizes Linux and networking expertise, strong customer communication, and the ability to handle escalations.

Qualifications

• 3+ years of experience in technical support within enterprise environments.
• Strong knowledge of Linux OS installation, troubleshooting, and log analysis.
• Solid networking fundamentals and troubleshooting in complex networks.
• Experience with troubleshooting applications and OS-level issues.
• Scripting experience in Python, JavaScript or PowerShell.
• Excellent written and verbal communication to explain complex concepts.
• Experience handling escalated support cases and SLAs.

Responsibilities

• Respond to customer-reported technical issues per SLAs.
• Triage, investigate, and troubleshoot complex issues via tickets, calls, and remote sessions.
• Perform advanced troubleshooting at application and OS levels.
• Analyze root causes to determine whether issues are product, config, infra, or customer environment related.
• Collaborate with Engineering, R&D, Product, and internal teams for resolution.
• Handle high-impact customer situations while maintaining satisfaction.
• Conduct root-cause investigations and support corrective actions.
• Document troubleshooting steps, findings, resolutions, and customer recommendations.
• Provide feedback to development teams on product issues and improvements.

Job description

We are looking for an experienced 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, investigate complex technical issues, and collaborate with Engineering, Product, and R&D teams to ensure effective problem resolution.

The ideal candidate has a strong technical background in Linux, networking, and application troubleshooting, combined with excellent customer communication skills and experience handling escalated support cases.

Location: Madrid, Spain (Remote)

Contract Duration: 18 months, with potential for extension or permanent conversion

Expected Start Date: December 2026

Working Hours: Full-time (40 hours per week) | Monday–Friday, 09:00–18:00 (Madrid time)

Key Responsibilities

• Respond to customer-reported technical issues in accordance with established Service Level Agreements (SLAs).
• Triage, investigate, and troubleshoot complex technical issues through ticketing systems, phone calls, and remote support sessions.
• Perform advanced troubleshooting at both application and operating system levels.
• Analyze technical issues to identify whether the root cause relates to product code, configuration, infrastructure, or the customer environment.
• Collaborate with Engineering, R&D, Product, and other internal teams to drive issue resolution.
• Handle escalated and high-impact customer situations while maintaining a high level of customer satisfaction.
• Conduct root cause investigations and support the implementation of corrective and preventive actions.
• Document troubleshooting activities, technical findings, resolutions, and recommendations for customers and internal stakeholders.
• Provide feedback to development teams on customer-reported product issues and potential improvements.

Requirements

• At least 3 years of experience as a Technical Support Engineer, preferably in a Senior Support Engineer or Escalation Engineer role.
• Previous experience in a customer-facing technical support position.
• Strong knowledge of Linux operating systems, including installation, troubleshooting, debugging, and log analysis.
• Solid networking fundamentals and experience troubleshooting complex network environments.
• Strong application-level and operating system-level troubleshooting skills.
• Experience supporting complex, distributed, highly available, or large-scale enterprise environments.
• Ability to identify and isolate issues related to software, configuration, infrastructure, or customer environments.
• Scripting experience in at least one language, such as Python, JavaScript, or PowerShell.
• Excellent analytical and problem-solving skills.
• Strong written and verbal communication skills, with the ability to explain complex technical concepts clearly.
• Experience managing customer issues in accordance with established SLAs.
• Ability to collaborate effectively with cross-functional technical teams in a fast-paced environment.

What We Offer

• Fully remote working opportunity within Spain.
• Opportunity to work with advanced cybersecurity technologies.
• Collaboration with international technical and engineering teams.
• Exposure to complex enterprise-level technical environments.
• Laptop and necessary working equipment provided.
• Long-term contract opportunity with potential for extension or permanent conversion.

Additional Information: The role follows a Monday–Friday schedule, with occasional weekend support requirements.