Technical Support Engineer

83Zero; Valladolid; Híbrido; EUR 42.000 - 56.000; Jornada completa

Descripción de la vacante

83Zero in Madrid- hybrid work setup is seeking a Technical Support Engineer (Tier 3) to join the global cybersecurity support team. This role focuses on customer-facing troubleshooting and resolving complex issues across cybersecurity and networking environments.

You will work with Engineering to diagnose root causes and deliver effective solutions, maintaining documentation and strong client relationships throughout the case lifecycle.

Formación

• 3+ years of relevant experience in technical support, networking and/or cybersecurity.
• Experience with endpoint security technologies such as Cortex XDR, EDR or MDR is desirable.
• Experience supporting enterprise customers in an international environment.
• Experience with Salesforce and Jira is highly 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 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.

Conocimientos

Troubleshooting

Customer-facing communication

Root cause analysis

Networking knowledge

Cybersecurity basics

Herramientas

Jira

Salesforce

Descripción del empleo

Technical Support Engineer 83zero valladolid, castilla león, Spain

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 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.