Senior Product Support Engineer

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.

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