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

Si le interesa solicitar este empleo, por favor, asegúrese de cumplir los siguientes requisitos que se enumeran a continuación.

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 Youll 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 Were 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,

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