Senior Technical Support Engineer – XSOAR

We are looking for an experienced Senior Technical Support Engineer to join an international technical support team within the cybersecurity industry.

In this role, you will provide advanced technical support to enterprise customers, investigate complex technical issues, and collaborate with Engineering, Product, and R&D teams to ensure effective problem resolution.

The ideal candidate has a strong technical background in Linux, networking, and application troubleshooting, combined with excellent customer communication skills and experience handling escalated support cases.

Location: Madrid, Spain (Remote)

Contract Duration: 18 months, with potential for extension or permanent conversion

Expected Start Date: December 2026

Working Hours: Full-time | Monday–Friday, 09:00–18:00 (Madrid time)

Key Responsibilities

• Respond to customer-reported technical issues in accordance with established Service Level Agreements (SLAs).

• Triage, investigate, and troubleshoot complex technical issues through ticketing systems, phone calls, and remote support sessions.

• Perform advanced troubleshooting at both application and operating system levels.

• Analyze technical issues to identify whether the root cause relates to product code, configuration, infrastructure, or the customer environment.

• Collaborate with Engineering, R&D, Product, and other internal teams to drive issue resolution.

• Handle escalated and high-impact customer situations while maintaining a high level of customer satisfaction.

• Conduct root cause investigations and support the implementation of corrective and preventive actions.

• Document troubleshooting activities, technical findings, resolutions, and recommendations for customers and internal stakeholders.

• Provide feedback to development teams on customer-reported product issues and potential improvements.

Requirements

• At least 3 years of experience as a Technical Support Engineer, preferably in a Senior Support Engineer or Escalation Engineer role.

• Previous experience in a customer-facing technical support position.

• Strong knowledge of Linux operating systems, including installation, troubleshooting, debugging, and log analysis.

• Solid networking fundamentals and experience troubleshooting complex network environments.

• Strong application-level and operating system-level troubleshooting skills.

• Experience supporting complex, distributed, highly available, or large-scale enterprise environments.

• Ability to identify and isolate issues related to software, configuration, infrastructure, or customer environments.

• Scripting experience in at least one language, such as Python, JavaScript, or PowerShell.

• Excellent analytical and problem-solving skills.

• Strong written and verbal communication skills, with the ability to explain complex technical concepts clearly.

• Experience managing customer issues in accordance with established SLAs.

• Ability to collaborate effectively with cross-functional technical teams in a fast-paced environment.

What We Offer

• Fully remote working opportunity within Spain.

• Opportunity to work with advanced cybersecurity technologies.

• Collaboration with international technical and engineering teams.

• Exposure to complex enterprise-level technical environments.

• Laptop and necessary working equipment provided.

• Long-term contract opportunity with potential for extension or permanent conversion.

Additional Information: The role follows a Monday–Friday schedule, with occasional weekend support requirements.

Travel and Transportation Requirements

This role may require travel to business meetings and events and requires reliable transportation to do so. If a hire chooses to drive with customers as their passengers or for other business reasons, hires must be in possession and maintain a valid driver's license.