Experteer Overview
In this role you will deliver Tier 1 support for the Nitro Core system, ensuring quick, effective responses to customer inquiries. You will collaborate with engineering and act as the customer advocate until issues are resolved, including after-hours coverage as needed. You will log, track, and communicate progress on support cases, driving timely resolutions. This position centers on delivering a high-quality customer experience and supporting SLAs and metrics. You will work in a cross-functional environment to improve service delivery and customer satisfaction.

Compensaciones / Incentivos
• Provide Tier 1 technical support for the Nitro Core system and manage customer inquiries
• Log, track, and update support cases; communicate progress to customers
• Diagnose system problems, answer technical questions, and manage escalations
• Document issues and resolutions; advocate for customers until closure




• Participate in after-hours standby to cover 24x7 support when required
• Lead operational reviews as contracted
• Maintain multi-tasking across cases, including defects or long-running issues

Responsabilidades
• Fluent in English and Spanish (written and verbal)
• Minimum 5 years in technical support, network support, telecommunications, or IT operations
• Minimum 5 years troubleshooting complex software, network, cloud, or telecom solutions
• Working knowledge of Linux and command-line troubleshooting
• Understanding of TCP/IP, DNS, HTTP/HTTPS, routing, and firewalls
• Experience analyzing logs, alarms, traces, and performance data to find root causes
• Bachelor's degree in a related technical discipline

Requisitos principales
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📌 Tier 1 Support Engineer (IT Technology / Core Network) (Madrid)
🏢 Viavi
📍 Madrid