{"id":3738803,"url":"https://alion.io/job/nexthink-senior-product-support-engineer","title":"Senior Product Support Engineer","company":{"id":1613,"name":"Nexthink","domain":"nexthink.com","url":"https://alion.io/company/nexthink","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":{"grade":"B","score":75,"open_postings":10,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":41,"computed_at":"2026-11-09T06:03:00Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"internship","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Madrid, Spain"],"countries":["ES"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Linux","optional":false},{"name":"Windows","optional":false},{"name":"AWS","optional":true},{"name":"Azure","optional":true}],"status":"live","first_seen_at":"2026-11-04T10:03:18Z","employer_posted_date":"2026-11-04","last_verified_at":"2026-11-09T06:28:44Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"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.\nJoin 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.\nYou’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.\nYou’ll report to the Service Delivery Manager - EMEA and work in a hybrid setup from our Madrid office.\nJob Duties\nOwn L1 & L2 support cases for customers and partners across multiple regions\n\nTroubleshoot complex issues involving Linux servers, Windows environments, networking, and cloud infrastructure\n\nWork directly with customers via remote sessions and follow-ups, no hiding behind tickets\n\nTrack and manage cases from initial report to final resolution\n\nCollaborate with Engineering, Product, and other internal teams to unblock issues fast\n\nParticipate in incident reviews and follow-up meetings\n\nActively maintain and improve the knowledge base so the same problem doesn’t get solved twice\n\nTake real ownership of your domain, not just “do what the runbook says”\n\n 3+ years of hands-on technical support experience (enterprise or product support)\n\nStrong applications troubleshooting (log analysis)\n\nSolid knowledge of Windows OS, Linux would be a plus\n\nGood understanding of cloud environments (like AWS or Azure); microservices knowledge is a plus\n\nExperience with virtualization, systems, and basic network administration\n\nConfident English communication skills (written and spoken)\n\nCustomer-focused mindset\n\nCurious, detail-oriented, and not afraid to dig deep into problem\n\n Why this role is worth your time\nYou’re not stuck at pure L1-real technical depth and ownership\n\nExposure to enterprise-scale environments and modern cloud architectures\n\nGlobal customer interaction, not just local support\n\nHybrid work model with a strong team presence\n\nA role where initiative and accountability actually matter","description_format":"text","description_chars":2652,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Upper-Intermediate (B2)","optional":false}]},"benefits":["Hybrid work"],"hiring_locations":[{"name":"Spain","iso":"ES","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Service & Asset Management","Observability & APM"],"lifecycle":[{"event":"open","at":"2026-11-04T11:00:50Z"}],"visa":[],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":4,"expected_fill_days":41,"reasons":["conf:3","stale_co","velocity","win:early"],"computed_at":"2026-11-09T06:03:00Z"},"pay":null,"html_url":"https://alion.io/job/nexthink-senior-product-support-engineer","json_url":"https://alion.io/job/nexthink-senior-product-support-engineer.json","meta":{"generated_at":"2026-11-09T08:43:25Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":7409,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-10T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1613},"rest":"https://alion.io/mcp/rest/get_company?id=1613"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fnexthink-senior-product-support-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fnexthink-senior-product-support-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fnexthink-senior-product-support-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/nexthink-senior-product-support-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fnexthink-senior-product-support-engineer"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3738803}},{"tool":"search_jobs","arguments":{"company":"nexthink.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3738803},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); 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