Senior Product Support Engineer (L1/L2)

About the role

Nexthink, a provider of digital employee experience management software, is looking for a Senior Product Support Engineer to join its global product support team in Madrid. The role sits at the intersection of technology, customers and real problem-solving, handling Level 1 and Level 2 support end to end, from first contact to resolution, and reporting to the Service Delivery Manager – EMEA. It is a hybrid position.

Key responsibilities

• Own L1 and 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, without hiding behind tickets.
• Track and manage cases from initial report to final resolution.
• Collaborate with Engineering, Product and other internal teams to unblock issues quickly.
• Take part in incident reviews and follow-up meetings.
• Maintain and improve the knowledge base so the same problem is not solved twice.

Required profile

• 3+ years of hands-on technical support experience (enterprise or product support).
• Confident written and spoken English.
• Customer-focused mindset, curious and detail-oriented, willing to dig deep into problems.

Required skills

• Strong applications troubleshooting and log analysis.
• Solid knowledge of Windows OS and Linux is a plus.
• Good understanding of cloud environments such as AWS or Azure; microservices knowledge is a plus.
• Experience with virtualization, systems and basic network administration.