Senior Product Support Engineer

Company 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.

#LI-Hybrid

Job Description

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”

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