Job Description

Join a integral product support team working on Nexthink, a complex, enterprise-grade solution used by customers worldwide. This role sits right at the intersection of technology, customers, and real problem-solving—not ticket-passing.

You’ll handle Level 1 and Level 2 support end to end, owning issues from first contact to resolution, collaborating with internal teams, and directly impacting customer satisfaction.

You’ll report to the Service Delivery Manager – EMEA and work in a hybrid setup from our Madrid office.

Job Duties

- Own L1 & L2 support cases for customers and partners across multiple regions

- Troubleshoot complex issues involving Linux servers, Windows environments, networking, and cloud infrastructure





- Work directly with customers via remote sessions and follow-ups, no hiding behind tickets

- Track and manage cases from initial report to final resolution

- Collaborate with Engineering, Product, and other internal teams to unblock issues fast

- Participate in incident reviews and follow-up meetings

- Actively maintain and improve the knowledge base so the same problem doesn’t get solved twice

- Take real ownership of your domain, not just “do what the runbook says”

📌 Senior Product Support Engineer (Madrid)
🏢 Nexthink
📍 Madrid