Technical Support Engineer

Infotree Global Solutions; Madrid; Presencial; EUR 40.000 - 52.000; Jornada completa

Descripción de la vacante

Infotree Global Solutions seeks a Customer/Technical Support Engineer (XDR/KOI) to join the Cortex XDR Support Team in Madrid on a long-term contract. You will resolve Break/Fix issues, configure, troubleshoot, and guide customers via phone, email, and web, with strong technical and customer-facing skills.

The role requires BE/B.Tech or equivalent, 3+ years in an international environment, and solid experience with Salesforce, Jira, Google Suite, and MS Office; English at B2+ level.

Formación

• BE/B.Tech engineering or equivalent technical degree or equivalent, as stated in the experience requirements.
• 3+ years relevant experience in an international reporting environment.
• Ability to work in a dynamic, fast moving and demanding environment.
• Ability to collaborate with high-performing internal and outsourced teams.
• Efficient team player.
• Good knowledge and experience with Salesforce, Jira system.
• Well versed with Google Suite and MS Office applications.
• Knowledge and experience in network/Cybersecurity industry a plus.
• English level of B2+

Responsabilidades

• Handle support cases to ensure issues are recorded, tracked, resolved, and follow-ups finished in a timely manner
• Work directly with ETAC and Engineering to get customer issues resolved
• Publish Technical Support Bulletins and other user documentation in the Knowledge Base
• Use fault isolation and root cause analysis skills to diagnose and tackle complicated technical issues
• Have a thorough understanding of software release and bug cycles

Conocimientos

Customer-facing skills

Troubleshooting

Team collaboration

Salesforce

Jira

Google Suite

MS Office

English (B2+)

Educación

BE/B.Tech engineering or equivalent

Herramientas

Salesforce

Jira

Descripción del empleo

Looking for an Customer/Technical Support Engineer (XDR/KOI) for a long term contract position to work on Cortex XDR Support Team based in Madrid. Resolve Break/Fix technical support cases, handling configurations, troubleshooting, and standard methodologies to customers via phone, e-mail, and web.

Your Impact

This position calls for someone who possesses a good both Technical and customer-facing skills background and works proactively to drive results. This person is a self-starter, flexible, has a high level of integrity and is action and goal-oriented in a fast-paced, team-oriented, collaborative environment.

• Handle support cases to ensure issues are recorded, tracked, resolved, and follow-ups finished in a timely manner
• Work directly with ETAC and Engineering to get customer issues resolved
• Publish Technical Support Bulletins and other user documentation in the Knowledge Base
• Use fault isolation and root cause analysis skills to diagnose and tackle complicated technical issues
• Have a thorough understanding of software release and bug cycles

Your Experience

• BE/B.Tech engineering, equivalent technical degree or equivalent
• 3+ years relevant experience in an international reporting environment
• Ability to work in a dynamic, fast moving and demanding environment
• Ability to collaborate with high-performing internal and outsourced teams
• Efficient team player
• Good knowledge and experience with salesforce, jira system
• Well versed with GoogleSuite and MS Office applications
• Knowledge and experience in network/Cybersecurity industry a plus
• English level of B2+

Best Regards

Usha