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 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’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 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 viaremote sessions and follow-ups,nohiding behind tickets

Track and manage cases frominitialreport to final resolution

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

Participate in incident reviews and follow-up meetings

Activelymaintainand improve the knowledge base so the same problemdoesn’tget solved twice

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

Qualifications

3+ years of hands‑on technical support experience (enterprise or product support)

Strongapplications troubleshooting(log analysis)

Solid knowledge of Windows OS, Linux would be a plus

Good understanding of cloud environments (likeAWSor Azure); microservices knowledge is a plus

Experience with virtualization, systems, and basic network administration

Confident English communication skills (written and spoken)

Customer-focused mindset

Curious, detail-oriented, and not afraid to dig deep into problem

Additional Information

Why this role is worth your time

You’renot stuck at pure L1—real technicaldepth and ownership

Exposure to enterprise-scale environments and modern cloudarchitectures

Global customer interaction, not just local support

Hybrid work model witha strong teampresence

A role where initiative and accountabilityactually matter

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