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Senior Product Support Engineer

Hybrid in Madrid·Added yesterday (last checked 4 Nov)

Nexthink

10 open roles

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Our summary

Work mode: Hybrid, Madrid
Contract: Internship
English: Required
Experience: 3+ years

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Skills

Nice to have

The role

Join a global 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’ll handle Level 1 and Level 2 support end to end, owning issues from first contact to resolution, collaborating with internal teams, and directly impacting customer satisfaction.

You’ll report to the Service Delivery Manager – EMEA and work in a hybrid setup from our Madrid office.

What you'll do

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 via remote sessions and follow-ups, no hiding behind tickets
Track and manage cases from initial report to final resolution
Collaborate with Engineering, Product, and other internal teams to unblock issues fast
Participate in incident reviews and follow-up meetings
Actively maintain and improve the knowledge base so the same problem doesn’t get 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)
Strong applications troubleshooting (log analysis)
Solid knowledge of Windows OS, Linux would be a plus
Good understanding of cloud environments (like AWS or 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’re not stuck at pure L1—real technical depth and ownership
Exposure to enterprise-scale environments and modern cloud architectures
Global customer interaction, not just local support
Hybrid work model with a strong team presence
A role where initiative and accountability actually matter

Hiring process

Typically a phone interview, then a video call over Microsoft Teams, and an in-person meeting where there is a local hub; you meet your recruiter, hiring managers and the team before any offer

A named Nexthink recruiter is attached to every process.
Applications should be submitted in English.

About Nexthink

Nexthink is a global leader in Digital Employee Experience (DEX) management, providing IT teams with real-time visibility into employee endpoints, applications, and network performance. Founded in 2004 and headquartered in Lausanne, Switzerland, the company serves over 1,000 enterprise customers worldwide, including many Fortune 500 companies, and employs more than 1,000 people across its global offices. Its platform helps organizations proactively identify and resolve IT issues, improving productivity and employee satisfaction.

Nexthink has a significant presence in Spain, with its main Spanish office located in Madrid, where it operates a large engineering and product development hub. The company is known for a collaborative, innovation-driven culture and offers opportunities for international professionals, particularly in engineering, product management, and data roles. With a strong focus on employee experience, Nexthink provides a supportive environment for career growth and relocation, making it an attractive option for tech talent looking to work in Spain.

Industry: Digital Employee Experience
Founded: 2016
Employees: 1,000–5,000
Headquarters: Lausanne, Switzerland
In Spain: Madrid

Good to know if you are moving

Nexthink has a major engineering and product development hub in Madrid, Spain, offering opportunities for international tech professionals.
The company provides a collaborative and data-driven work culture, with a strong emphasis on employee experience and well-being.
Nexthink supports remote and hybrid work arrangements, making it easier for international hires to integrate.
The company offers competitive compensation and benefits packages, including relocation support for eligible candidates.
Nexthink is a global leader in the Digital Employee Experience (D) space, providing a dynamic and innovative work environment.

In their own words

About the company & team

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 application or network, before employees notice the issue. As the first solution to 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+ million employees. Dual headquartered in Lausanne, Switzerland and Boston, Massachusetts, Nexthink has 9 offices worldwide.

All open roles at Nexthink