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