Senior Technical Support Engineer – Security
Location: Madrid, Spain – Hybrid, 3 days per week in the office
Contract: Initial 12-month fixed-term contract, with strong potential for extension or conversion
Salary: €45,000 – €50,000 per annum
Language: Fluent English essential
We are working with a leading cybersecurity business looking for a Senior Technical Support Engineer to join their Madrid-based team.
This is a complex troubleshooting and technical escalation role, supporting customers with challenging cybersecurity issues and acting as a key escalation point before cases reach Development/Engineering.
A background in cybersecurity, networking or security product support is highly desirable, with experience working on complex technical cases and a strong understanding of troubleshooting and root-cause analysis.
What You'll Be Doing
Handle complex break/fix technical support cases, taking ownership from investigation through to resolution.
Act as a senior escalation point, using fault isolation and root-cause analysis to diagnose challenging technical issues.




Work closely with Engineering and internal technical escalation teams to resolve complex customer issues.
Act as the key link between customers and engineering teams, ensuring technical information and requirements are communicated clearly.
Manage support cases effectively, ensuring issues are tracked, progressed and followed up within agreed timelines.
Maintain a strong focus on customer satisfaction and delivering an excellent customer experience.
What We're Looking For
3+ years' experience in a relevant technical support or engineering environment.
Strong experience with complex technical troubleshooting and escalations.
Cybersecurity or networking industry experience is highly desirable.
Experience with endpoint security technologies such as Cortex XDR, EDR or MDR would be highly desirable.
Experience working with SIEM, SOC or security operations technologies would also be a strong advantage.
Excellen

📌 Senior Technical Support Engineer (Castro)
🏢 83zero
📍 Castro