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, adaptable, 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 plus

- Experience with scripting a plus

- Experience with MS Server solutions (SCCM, GPO, AD, MSSQL, IIS, Exchange) is a plus

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