Location:
Hybrid (3 days in the office) Contract Duration: 12 months

Experience:
3+ years Language Requirement: English (B2 or above) Role Overview We are seeking a skilled and customer-focused Customer Support Engineer (XDR/KOI) to join the Cortex XDR Support Team on a 12-month contract assignment. In this role, you will provide technical support to customers, resolving break/fix issues, troubleshooting complex technical problems, and assisting with product configurations. You will work closely with internal technical teams and engineering to ensure timely resolution of customer issues while delivering a high standard of customer service. This is an excellent opportunity for a technically proficient professional who thrives in an international, fast-paced environment and is passionate about cybersecurity, problem-solving, and customer satisfaction. Please note: This is a contract position. The successful candidate will be employed through a staffing partner rather than directly by the end client.

Key Responsibilities
* Manage technical support cases, ensuring issues are accurately documented, tracked, and resolved within agreed timelines.
* Provide technical assistance to customers through phone, email, and web-based support channels.
* Troubleshoot and resolve break/fix issues related to product configurations and functionality.
* Collaborate with technical support teams, escalation teams, and engineering to investigate and resolve complex customer issues.
* Apply fault isolation, diagnostic techniques, and root cause analysis to identify and address technical problems.
* Maintain a thorough understanding of software release cycles, bug lifecycles, and product updates.
* Create and publish technical support bulletins, troubleshooting guides,



and other documentation for the knowledge base.
* Ensure timely customer communication, follow-ups, and case updates throughout the resolution process.
* Contribute to continuous improvement by sharing technical knowledge and identifying opportunities to enhance support processes. Required Qualifications and Experience
* Bachelor's degree in Engineering, B.
Tech, or an equivalent technical qualification.
* At least 3 years of relevant professional experience in a technical support or customer-facing engineering role.
* Experience working in an international reporting environment.
* Good knowledge and practical experience with Salesforce and Jira.
* Proficiency in Google Workspace and Microsoft Office applications.
* Strong troubleshooting, fault isolation, and root cause analysis skills.
* Ability to work effectively in a dynamic, fast-paced, and demanding environment.
* Strong communication and collaboration skills, with the ability to work across internal and outsourced teams.
* English proficiency at B2 level or above. Preferred Qualifications
* Experience in the network security or cybersecurity industry.
* Familiarity with endpoint detection and response (EDR), extended detection and response (XDR), or related security technologies.
* Experience supporting enterprise software products and handling technical escalations.




* Understanding of software development, release management, and bug-tracking processes. Key Skills and Competencies The idóneo candidate will demonstrate:
* Technical problem-solving: Ability to investigate complex issues and identify effective solutions.
* Customer focus: Commitment to providing responsive, professional, and high-quality technical support.
* Communication: Ability to explain technical issues clearly to customers and internal stakeholders.
* Teamwork: A collaborative approach to working with technical teams, engineering, and external partners.
* Adaptability: Ability to manage competing priorities and perform effectively in a fast-moving environment.
* Ownership and accountability: A proactive approach to managing support cases and ensuring timely resolution.
* Attention to detail: Strong documentation, case management, and follow-up practices.
* Integrity and initiative: A self-motivated, goal-oriented mindset with a strong sense of responsibility. Working Arrangement
* Contract Type: 12-month assignment.
* Work Model: Hybrid, with 3 days per week in the office.
* Team Environment: International, collaborative, and technically focused.
* Reporting Line: Cortex XDR EMEA Support Manager. What Makes This Opportunity Attractive?
* Opportunity to work with advanced cybersecurity technologies.
* Exposure to enterprise-level technical support and complex troubleshooting scenarios.
* Collaboration with experienced technical support and engineering professionals.
* Experience working in an international environment.
* Opportunity to develop expertise in XDR, cybersecurity, and technical support operations. #J-18808-Ljbffr

📌 Customer Support Engineer (Comunidad de Madrid)
🏢 Infotree Global Solutions
📍 Comunidad de Madrid