This position calls for someone who possesses a good customer-focused professional background and works proactively to drive results. This person is a self-starter, versátil, has a high level of integrity and is action and goal-oriented in a fast-paced, team-oriented, collaborative environment.
- Respond to user-reported issues in adherence to established Service Level Agreements
- Triage customer reported issues and respond to them via ticketing system, phone, or remote sessions
- Perform advanced troubleshooting at the application level and OS level, using your knowledge and relevant expertise
- Identify the area of fault (code, environment, or configuration) and work with the appropriate team(s) implementing the fix
- Provide timely feedback into the development process on customer-reported product problems
- Document actions to effectively communicate information internally and to customers
- Facilitate root cause investigations and manage the implementation of corrective and preventative measures

Your Experience
- Previous experience with Endpoint Security software is required




- SIEM experience, including -
- Deep understanding of how SIEMs works
- Experience in creating custom collections and data parsing
- Experience in creating complex correlation rules, reports and dashboard
- Experience in integration and implementation of SIEMs
- Experience working with EDR tools
- Experience with strong communication and customer service skills
- Required basic networking knowledge - Ability to independently debug broad, complex, and unique environments with mixed applications and protocols
- Experience with Windows OS, MacOS, and Linux based applications (Installation, troubleshooting, Debugging)
- 3+ years of experience as a Support Engineer
- Excellent written and verbal communication skills
- Strong customer advocacy skills and experience, ability to work in difficult customer situations
- Knowledge of Cloud infrastructure a plus
- Experience in incident response a

📌 Senior Support Engineer (Madrid)
🏢 Infotree Global Solutions
📍 Madrid