Technical Support Engineer

83Zero; País Vasco; Híbrido; EUR 42.000 - 54.000; Jornada completa

Descripción de la vacante

83Zero, empresa líder en ciberseguridad, busca un Technical Support Engineer - Tier 3 para Madrid. Puesto híbrido (3 días a la semana en la oficina) con contrato inicial de 12 meses.

Trabajarás con clientes globales para investigar y resolver incidencias complejas, colaborando con Ingeniería y otros equipos para entregar soluciones efectivas. Se valora experiencia en XDR/EDR/MDR y Salesforce/Jira.

Formación

• 3+ años de experiencia en soporte técnico, redes y/o ciberseguridad
• Experiencia trabajando con clientes enterprise en un entorno internacional
• Conocimiento en tecnologías de seguridad de endpoints (Cortex XDR, EDR o MDR) deseable
• Experiencia con Salesforce y Jira deseable

Responsabilidades

• Gestionar casos de soporte desde la investigación inicial hasta la resolución.
• Proporcionar soporte técnico y resolución de incidencias por teléfono, correo y web.
• Solucionar incidencias complejas en entornos de ciberseguridad y redes.
• Realizar diagnósticos y análisis de causa raíz de los problemas.
• Registrar, hacer seguimiento y cumplir plazos dentro de SLAs acordados.
• Asistir a clientes con configuración y solución de problemas técnicos.
• Mantener relaciones sólidas con los clientes mediante comunicación clara y proactiva.

Conocimientos

Technical troubleshooting

Customer-facing skills

Networking knowledge

Cybersecurity knowledge

Herramientas

Salesforce

Jira

Descripción del empleo

Descripción del trabajo

Technical Support Engineer - Tier 3

No deje pasar esta oportunidad, inscríbase rápidamente si su experiencia y habilidades coinciden con lo que se indica en la siguiente descripción.

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 the Support 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. xkdbapo