XSOAR Senior Support Engineer - Madrid (Contract)

Infotree Global Solutions; Madrid; On-site; EUR 55,000 - 75,000; Full time

Job summary

Infotree Global Solutions is seeking an XSOAR Senior Support Engineer in Madrid, Spain, for a long-term contract. You will respond to user-reported issues, perform advanced troubleshooting, and engage cross-functional teams to drive fixes.

The role emphasizes excellent communication, strong networking and Linux skills, and the ability to manage escalated cases within SLAs. You will document actions and contribute to root cause investigations to prevent recurrence.

Qualifications

• 3+ years of experience as a Technical Support Engineer, with previous experience in at least one customer-facing role as a Senior Support Engineer or Escalations Engineer.
• Excellent customer service and customer advocacy skills, including experience managing challenging, high-impact, or escalated customer situations.
• Strong networking fundamentals, with the ability to independently troubleshoot complex customer environments involving multiple applications, protocols, and technologies.
• Strong Linux knowledge, with hands-on experience installing, troubleshooting, debugging, and analyzing Linux-based applications and operating systems.
• Strong analytical and problem-solving skills, with the ability to troubleshoot complex issues at both the application and operating-system levels.
• Ability to identify whether an issue originates from product code, configuration, infrastructure, or the customer environment, and engage the appropriate teams to drive resolution.
• Excellent written and verbal communication skills, with the ability to translate complex technical information into clear, concise, and easy-to-understand explanations.
• Strong attention to detail, ability to learn new technologies quickly, and ability to work effectively in a fast-paced technical environment.
• Experience troubleshooting complex, distributed, highly available, or large-scale enterprise environments.
• Ability to manage customer issues in accordance with established Service Level Agreements (SLAs).
• Experience documenting troubleshooting activities, technical findings, resolutions, and recommendations for both customers and internal teams.
• Ability to collaborate effectively with Engineering, R&D, Product, and other cross-functional teams.
• Experience facilitating root cause investigations and supporting the implementation of corrective and preventive actions.

Responsibilities

• Respond to user-reported issues in adherence to established Service Level Agreements
• Triage customer reported issues and respond to them via ticketing system, phone, or remote sessions
• Perform advanced troubleshooting at the application level and OS level, using your knowledge and relevant expertise
• Identify the area of fault (code, environment, or configuration) and work with the appropriate team(s) implementing the fix
• Provide timely feedback into the development process on customer-reported product problems
• Document actions to effectively communicate information internally and to customers
• Facilitate root cause investigations and manage the implementation of corrective and preventative measures

Skills

Customer advocacy

Networking fundamentals

Linux knowledge

Troubleshooting

Clear communication

SLA management

Cross-functional collaboration

Root cause analysis

Job description

Infotree Global Solutions is seeking an XSOAR Senior Support Engineer in Madrid, Spain, for a long-term contract. You will respond to user-reported issues, perform advanced troubleshooting, and engage cross-functional teams to drive fixes.

The role emphasizes excellent communication, strong networking and Linux skills, and the ability to manage escalated cases within SLAs. You will document actions and contribute to root cause investigations to prevent recurrence.