XDR Support Engineer - Customer & Tech Madrid

Infotree Global Solutions; Comunidad de Madrid; Presencial; EUR 32.000 - 42.000; Jornada completa

Descripción de la vacante

Infotree Global Solutions in Madrid is seeking a Customer/Technical Support Engineer (XDR/KOI) for a long term contract to join the Cortex XDR Support Team. You will resolve Break/Fix issues via phone, email, and web, and work with ETAC and Engineering to accelerate resolutions.

The role requires a BE/B.Tech engineering background, strong technical and customer-facing skills, and English at B2+ level. You will contribute to knowledge base updates and documented procedures.

Formación

• BE/B.Tech engineering or equivalent technical degree.
• 1+ years of relevant experience in an international reporting environment.
• Ability to work in a dynamic, fast-moving, demanding environment.
• Ability to collaborate with high-performing internal and outsourced teams.
• Efficient team player with good communication.
• Knowledge and experience in network/Cybersecurity is a plus.
• English level of B2+.

Responsabilidades

• Handle support cases to ensure issues are recorded, tracked, resolved, and follow-ups completed.
• Work directly with ETAC and Engineering to resolve customer issues.
• Publish Technical Support Bulletins and documentation in the Knowledge Base.
• Use fault isolation and root-cause analysis to diagnose complex issues.
• Understand software release and bug cycles.

Conocimientos

Technical skills

Customer-facing

English proficiency

Educación

Engineering degree

Herramientas

Google Suite

MS Office

Descripción del empleo

Infotree Global Solutions in Madrid is seeking a Customer/Technical Support Engineer (XDR/KOI) for a long term contract to join the Cortex XDR Support Team. You will resolve Break/Fix issues via phone, email, and web, and work with ETAC and Engineering to accelerate resolutions.

The role requires a BE/B.Tech engineering background, strong technical and customer-facing skills, and English at B2+ level. You will contribute to knowledge base updates and documented procedures.