We are looking for an experienced and customer-focused Senior Technical Support Engineer to join an international technical support team within the cybersecurity industry.
In this role, you will provide advanced technical support to enterprise customers using complex security platforms. You will investigate technical issues, manage escalations, troubleshoot security solutions, and collaborate with internal engineering teams to identify and resolve product-related problems.
This is an excellent opportunity for a technically strong professional who enjoys solving complex problems, supporting international customers, and working in a fast-paced, collaborative environment.
Location: Madrid, Spain | Hybrid
Contract Type: 18-month fixed-term contract
Key Responsibilities
Provide advanced technical support to enterprise customers via ticketing systems, phone, email, and remote sessions.
Investigate, troubleshoot, and resolve complex application-level and operating-system-level issues.
Triage customer-reported incidents and manage escalations in accordance with established Service Level Agreements (SLAs).
Identify root causes and distinguish between product defects, environmental issues, and configuration problems.
Collaborate with engineering teams to resolve technical issues and improve product performance.
Provide feedback on customer-reported product issues to support continuous product improvement.
Document troubleshooting steps, findings, resolutions, and customer communications accurately.
Facilitate root cause investigations and contribute to corrective and preventive measures.
Required Qualifications
At least 3 years of experience as a Technical Support Engineer or in a similar technical support role.
Proven experience supporting external enterprise customers in a technical environment.
Hands-on experience with endpoint security solutions, including Endpoint Detection and Response (EDR) and/or Extended Detection and Response (XDR).
Strong knowledge of Security Information and Event Management (SIEM) technologies, including data collection, data parsing, correlation rules, dashboards, reporting, and integrations.
Good understanding of networking fundamentals and the ability to troubleshoot complex environments involving multiple applications and protocols.
Experience installing, troubleshooting, and debugging applications across Windows, Linux, and macOS environments.
Excellent written and verbal English communication skills, with the ability to support international customers.
Strong analytical and problem-solving skills and a customer-focused mindset.
Ability to handle challenging customer situations professionally and collaboratively.
High level of integrity, adaptability, and ownership.
Nice to Have
Experience with enterprise cybersecurity and security analytics platforms.
Knowledge of cloud infrastructure and cloud-based security solutions.
Experience with incident response and security investigations.
Scripting experience for troubleshooting and automation.
Experience with Microsoft server technologies, including Active Directory, Group Policy, SCCM, MSSQL, IIS, or Exchange.