Technical Support Engineer

83Zero; Alcobendas; Híbrido; EUR 32.000 - 46.000; Jornada completa

Descripción de la vacante

83Zero in Madrid seeks a Technical Support Engineer to join the Support Team on a 12-month fixed-term contract. This role is hybrid, with 3 days per week in the office, and focuses on delivering customer-focused technical support in cybersecurity.

You will investigate and resolve complex issues across networking and endpoint security, collaborating with Engineering and other teams to provide clear, proactive communication and effective solutions for international enterprise customers.

Formación

• 3+ years in technical support, networking or cybersecurity.
• Strong troubleshooting and customer-facing experience.
• Background in networking and cybersecurity.
• Experience with enterprise customers in international environments.
• Familiarity with Salesforce and Jira is desirable.

Responsabilidades

• Manage customer support cases from initial investigation through to resolution.
• Provide technical support and troubleshooting via phone, email and web.
• Troubleshoot complex technical issues across cybersecurity and networking environments.
• Diagnose issues using fault isolation and root cause analysis.
• Ensure support cases are recorded and tracked within timelines.
• Support customers with product configuration and technical troubleshooting.
• Maintain strong customer relationships through clear communication.

Conocimientos

Troubleshooting

Customer-facing

Networking

Cybersecurity

Root cause analysis

Problem solving

Herramientas

Salesforce

Jira

Descripción del empleo

Descripción del trabajo

Technical Support Engineer - Tier 3

Madrid – 12-Month Initial Fixed Term Contract

Location: Madrid, Spain – Hybrid (3 days per week in the office)

We are seeking a Technical Support Engineer to join theSupport Team in Madrid at a leading global cybersecurity company

Role Overview:

This is a highly customer-focused technical role, requiring someone who combines strong troubleshooting skills with excellent communication and customer-facing abilities.

You will work directly with customers to investigate and resolve technical issues, managing complex support cases from initial investigation through to successful resolution. You will also work closely with Engineering and other internal technical teams to troubleshoot complex issues, identify root causes and deliver effective solutions.

Key Responsibilities:

• Manage customer support cases from initial investigation through to resolution.
• Provide technical support and troubleshooting via phone, email and web.
• Troubleshoot complex technical issues across cybersecurity and networking environments.
• Diagnose issues using fault isolation and root cause analysis.
• Ensure support cases are accurately recorded, tracked and progressed within agreed timelines.
• Support customers with product configuration and technical troubleshooting.
• Maintain strong customer relationships through clear, professional and proactive communication.

Qualifications & Experience:

• 3+ years of relevant experience in technical support, networking and/or cybersecurity.
• Strong combination of technical troubleshooting and customer-facing experience.
• Background in networking and/or cybersecurity.
• Experience with endpoint security technologies such as Cortex XDR, EDR or MDR would be highly desirable.
• Experience troubleshooting complex technical issues and performing root cause analysis.
• Experience supporting enterprise customers in an international environment.
• Experience working with Salesforce and Jira is highly desirable.
• Strong problem-solving skills and a genuine interest in cybersecurity.