About the role
Job Description
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”
Qualifications
* 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
Additional Information
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