Nexthink is the leader in digital employee experience management software. The company provides IT leaders with unprecedented insight allowing them to see, diagnose and fix issues at scale impacting employees anywhere, with any applicationor network, before employees notice the issue. As the first solutionto allow IT to progress from reactive problem solving to proactive optimization, Nexthink enables its more than 1,500 customers to provide better digital experiences to more than 25+ millionemployees. Dual headquartered in Lausanne, Switzerland and Boston, Massachusetts, Nexthink has 9 offices worldwide.Job DescriptionJoin a general 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’llhandle Level 1 and Level 2 support end to end,owningissues from first contact to resolution, collaborating with internal teams, and directlyimpactingcustomer satisfaction.You’llreport to the Service Delivery Manager – EMEA and work in a hybrid setup from our Madrid office.Job DutiesOwn L1 & L2 support cases for customers and partners across multiple regionsTroubleshoot complex issues involving Linux servers, Windows environments, networking,



and cloud infrastructureWork directly with customers viaremote sessions and follow-ups,nohiding behind ticketsTrack and manage cases frominitialreport to final resolutionCollaborate with Engineering, Product, and other internal teams to unblock issues fastParticipate in incident reviews and follow-up meetingsActivelymaintainand improve the knowledge base so the same problemdoesn’tget solved twiceTake real ownership of your domain, not just “do what the runbook says”Qualifications3+ years of hands‑on technical support experience (enterprise or product support)Strongapplications troubleshooting(log analysis)Solid knowledge of Windows OS, Linux would be a plusGood understanding of cloud environments (likeAWSor Azure); microservices knowledgeis a plusExperience with virtualization, systems, and basic network administrationConfident English communication skills (written and spoken)Customer-focused mindsetCurious, detail-oriented, and not afraid to dig deep into problemAdditional InformationWhy this role is worth your timeYou’renot stuck at pure L1—real technicaldepth and ownershipExposure to enterprise-scale environments and modern cloudarchitecturesGlobal customer interaction, not just local supportHybrid work model witha strong teampresenceA role where initiative and accountabilityactually matter#J-18808-Ljbffr

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