Senior Technical Support Engineer

Senior Technical Support Engineer – Security

Location: Madrid, Spain – Hybrid, 3 days per week in the office

Contract: Initial 12-month fixed-term contract, with strong potential for extension or conversion

Salary: €45,000 – €50,000 per annum

Language: Fluent English essential

We are working with a leading cybersecurity business looking for a Senior Technical Support Engineer to join their Madrid-based team.

This is a complex troubleshooting and technical escalation role, supporting customers with challenging cybersecurity issues and acting as a key escalation point before cases reach Development/Engineering.

A background in cybersecurity, networking or security product support is highly desirable, with experience working on complex technical cases and a strong understanding of troubleshooting and root-cause analysis.

What You'll Be Doing

• Handle complex break/fix technical support cases, taking ownership from investigation through to resolution.
• Act as a senior escalation point, using fault isolation and root-cause analysis to diagnose challenging technical issues.
• Work closely with Engineering and internal technical escalation teams to resolve complex customer issues.
• Act as the key link between customers and engineering teams, ensuring technical information and requirements are communicated clearly.
• Manage support cases effectively, ensuring issues are tracked, progressed and followed up within agreed timelines.
• Maintain a strong focus on customer satisfaction and delivering an excellent customer experience.

What We're Looking For

• 3+ years' experience in a relevant technical support or engineering environment.
• Strong experience with complex technical troubleshooting and escalations.
• Cybersecurity or networking industry experience is highly desirable.
• Experience with endpoint security technologies such as Cortex XDR, EDR or MDR would be highly desirable.
• Experience working with SIEM, SOC or security operations technologies would also be a strong advantage.
• Excellent customer-facing and communication skills.
• Experience with Salesforce and Jira is desirable.
• Fluent English is essential (B2+ minimum).
• Engineering degree or equivalent technical qualification/experience is desirable.

Why This Role?

A fantastic opportunity to join a high-performing cybersecurity team in an international environment, working on complex customer issues and cutting-edge security technology.

Hybrid Madrid | €45,000–€50,000 | 12-month contract | Strong extension/conversion potential