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.
Job Duties
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”
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
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
Job details are sourced from the employer's original posting.
Open job postingAbout the company
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 1,300 customers to provide better digital experiences to more than 18 million employees. Dual headquartered in Lausanne, Switzerland and Boston, Massachusetts, Nexthink has 9 offices worldwide. #LI-Hybrid