Technical Support Engineer (Product)

Nexthink; Madrid; Presencial; EUR 50.000 - 70.000; Jornada completa

Descripción de la vacante

A leading digital experience management company based in Madrid is looking for a Product Support Engineer to provide Level 1 and Level 2 support for their solutions. Candidates must have at least three years of experience in technical support, strong communication skills in English, and a good understanding of Linux applications. The job offers a hybrid work model with various employee benefits and a permanent contract.

Servicios

Permanent contract with a competitive package

Hybrid work model with flexible hours

Unlimited vacation beyond 25 days

Free access to on-site fitness center

Team events and activities

Formación

• At least three years of technical support experience are required.
• Proven ability in troubleshooting Linux server-side applications.
• Strong communication skills in English, both written and verbal.

Responsabilidades

• Provide Level 1 and Level 2 support for customers worldwide.
• Troubleshoot issues through calls and remote sessions.
• Track and manage requests from start to resolution.

Conocimientos

Technical support experience

Excellent communication skills in English

Troubleshooting Linux applications

Knowledge of Windows OS

Understanding of cloud technologies

Virtualization and network administration

Customer service orientation

Attention to detail

Descripción del empleo

Company Description

Nexthink is the leader in digital employee experience management software. The company provides IT leaders with unprecedented insight, allowing them to see, diagnose, and fix issues at scale impacting employees anywhere, with any application or network, before employees notice the issue. As the first solution to allow IT to progress from reactive problem solving to proactive optimization, Nexthink enables its more than 1,300 customers to provide better digital experiences to over 18 million employees. Dual headquartered in Lausanne, Switzerland, and Boston, Massachusetts, Nexthink has 9 offices worldwide.

#LI-Hybrid

Job Description

As a Product Support Engineer/Technician, you will handle Level 1 and Level 2 requests related to the Nexthink solution and its components. You will be based in our Madrid office with a hybrid model (3 days per week in the office) and report to the Service Delivery Manager - EMEA.

The candidate must have previous experience in technical support, be willing to work in a team, while also being autonomous, eager to learn, and open to feedback from peers and superiors. A high sense of ownership of the domain they are responsible for is essential.

Job Duties

1. Provide Level 1 and Level 2 support for customers and partners worldwide.
2. Handle troubleshooting phases directly, including phone communication and remote sessions with stakeholders.
3. Track every request from initiation to resolution.
4. Participate in follow-up meetings with involved teams to resolve issues.
5. Update, maintain, and improve the knowledge base.

#LI-Hybrid

Qualifications

• At least three years of technical support experience.
• Excellent written and verbal communication skills in English.
• Proven experience troubleshooting Linux server-side applications.
• Good knowledge of Windows OS.
• Understanding of cloud technologies such as Azure or AWS; Microservices experience is a plus.
• Experience in virtualization, systems, and network administration.
• Strong customer service orientation.
• Curiosity and keen attention to detail.

Additional Information

We are pioneers in a global IT Market Category (DEX), shaping the future of work by providing our customers’ IT teams with total digital visibility across their enterprise. Our innovative solutions integrate real-time analytics, automation, and employee feedback across all endpoints, enabling IT teams to solve complex challenges, create productive workplaces, and ensure employee satisfaction in the digital workplace.

With over 1000 employees across 5 continents, Nexthink operates as One Team, promoting collaboration and innovation. We embrace diversity, with over 75 nationalities speaking many languages.

If you seek change, enjoy a positive atmosphere, face challenges, and want to have fun at work, this is a great opportunity! What we offer:

• Permanent contract with a competitive package, including stock options.
• Beautiful office overlooking Lake Geneva, near Prilly-Malley train station.
• Hybrid work model with structured onboarding and connection opportunities.
• Flexible hours, unlimited vacation (beyond 25 days), and 3 paid volunteer days.
• Free access to an on-site fitness center.
• Reimbursement of half the public transport fare.
• Up to 50% reimbursement for French classes.
• Snacks and drinks in the office.
• Regular team events, meetups, and activities.
• Referral bonuses after three months of employment.
• Relocation package available for international hires.

Please note that some benefits may not apply to temporary, contract, or internship roles. Verify current details with your Recruitment Partner.