Senior Product Support Engineer

Join a global product support team working on Nexthink, a complex, enterprise-grade solution used by customers worldwide. This role sits right at the intersection of technology, customers, and real problem-solving—not ticket-passing.

You’ll handle Level 1 and Level 2 support end to end, owning issues from first contact to resolution, collaborating with internal teams, and directly impacting customer satisfaction.

You’ll report to the Service Delivery Manager – EMEA and work in a hybrid setup from our Madrid office.

Job Duties

• Own L1 & L2 support cases for customers and partners across multiple regions

• Troubleshoot complex issues involving Linux servers, Windows environments, networking, and cloud infrastructure

• Work directly with customers via remote sessions and follow-ups, no hiding behind tickets

• Track and manage cases from initial report to final resolution

• Collaborate with Engineering, Product, and other internal teams to unblock issues fast

• Participate in incident reviews and follow-up meetings

• Actively maintain and improve the knowledge base so the same problem doesn’t get solved twice

• Take real ownership of your domain, not just “do what the runbook says”

• 3+ years of hands-on technical support experience (enterprise or product support)

• Strong applications troubleshooting (log analysis)

• Solid knowledge of Windows OS, Linux would be a plus

• Good understanding of cloud environments (like AWS or Azure); microservices knowledge is a plus

• Experience with virtualization, systems, and basic network administration

• Confident English communication skills (written and spoken)

• Customer-focused mindset

• Curious, detail-oriented, and not afraid to dig deep into problem

Why this role is worth your time

• You’re not stuck at pure L1—real technical depth and ownership

• Exposure to enterprise-scale environments and modern cloud architectures

• Global customer interaction, not just local support

• Hybrid work model with a strong team presence

• A role where initiative and accountability actually matter