Looking for candidate for a long term contractual role for the position of XSOAR Senior Support Engineer based in Madrid, Spain.

Role Description

Your Impact

- Respond to user-reported issues in adherence to established Service Level Agreements
- Triage customer reported issues and respond to them via ticketing system, phone, or remote sessions
- Perform advanced troubleshooting at the application level and OS level, using your knowledge and relevant expertise
- Identify the area of fault (code, environment, or configuration) and work with the appropriate team(s) implementing the fix
- Provide timely feedback into the development process on customer-reported product problems
- Document actions to effectively communicate information internally and to customers
- Facilitate root cause investigations and manage the implementation of corrective and preventative measures

Qualifications

- Required Qualifications
- 3+ years of experience as a Technical Support Engineer, with previous experience in at least one customer-facing role as a Senior Support Engineer or Escalations Engineer.
- Excellent customer service and customer advocacy skills, including experience managing challenging, high-impact, or escalated customer situations.
- Strong networking fundamentals, with the ability to independently troubleshoot complex customer environments involving multiple applications, protocols, and technologies.
- Strong Linux knowledge,



with hands-on experience installing, troubleshooting, debugging, and analyzing Linux-based applications and operating systems.
- Strong analytical and problem-solving skills, with the ability to troubleshoot complex issues at both the application and operating-system levels.
- Ability to identify whether an issue originates from product code, configuration, infrastructure, or the customer environment, and engage the appropriate teams to drive resolution.
- Excellent written and verbal communication skills, with the ability to translate complex technical information into clear, concise, and easy-to-understand explanations.
- Strong attention to detail, ability to learn new technologies quickly, and ability to work effectively in a fast-paced technical environment.
- Experience troubleshooting complex, distributed, highly available, or large-scale enterprise environments.
- Ability to manage customer issues in accordance with established Service Level Agreements (SLAs).
- Experience documenting troubleshooting activities, technical findings, resolutions, and recommendations for both customers and internal teams.
- Ability to collaborate effectively with Engineering, R&D;, Product, and other cross-functional teams.
- Experience facilitating root cause investigations and supporting the implementation of corrective and preventive actions.

📌 Senior Support Engineer (Madrid)
🏢 Infotree Global Solutions
📍 Madrid