About the job
Join our dynamic global product support team at Nexthink, where you will be instrumental in delivering top-notch technical solutions for a sophisticated, enterprise-grade software utilized by clients across the globe. This role is uniquely positioned at the crossroads of technology, customer engagement, and innovative problem-solving—not just handling tickets but truly enhancing client experiences.
As a Product Support Engineer, you will be responsible for managing Level 1 and Level 2 support inquiries, taking ownership of issues from initial contact through to resolution. Your collaboration with internal teams will play a vital role in elevating customer satisfaction.
This position reports directly to the Service Delivery Manager – EMEA and offers a hybrid working environment from our Madrid office.
Key Responsibilities:
Take ownership of L1 and L2 support cases for our clients and partners across diverse regions.
Investigate and resolve intricate issues related to Linux servers, Windows environments, networking, and cloud infrastructure.
Engage directly with customers through remote sessions and follow-ups, ensuring a personal touch rather than hiding behind ticketing systems.
Effectively track and manage support cases from the initial report to the final resolution.
Collaborate closely with Engineering, Product, and other internal teams to quickly eliminate obstacles.
Participate in incident reviews and follow-up meetings to foster continuous improvement.
Proactively maintain and enhance our knowledge base to prevent redundant solutions for recurring problems.
Embrace full ownership of your domain, going beyond simply adhering to runbook instructions.

