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

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Role Description
Your Impact

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- 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

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- 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. xqbhyrx

- Experience facilitating root cause investigations and supporting the implementation of corrective and preventive actions.

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