Location:
Hybrid (3 days in the office) Contract Duration: 12 months 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. This is a contract position. 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. Bachelor's degree in Engineering, B.
At least 3 years of relevant professional experience in a technical support or customer-facing engineering role. 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. Strong communication and collaboration skills, with the ability to work across internal and outsourced teams. English proficiency at B2 level or above. Experience in the network security or cybersecurity industry. Experience supporting enterprise software products and handling technical escalations. Understanding of software development, release management, and bug-tracking processes. Commitment to providing responsive, professional, and high-quality technical support. Contract Type: 12-month assignment. Work Model: Hybrid, with 3 days per week in the office. Reporting Line: Cortex XDR EMEA Support Manager. 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. Opportunity to develop expertise in XDR, cybersecurity, and technical support operations. #

📌 SQL Server Engineer/ Support Engineer (Comunidad de Madrid)
🏢 Infotree Global Solutions
📍 Comunidad de Madrid