Senior Technical Support Engineer – XSOAR

Infotree Global Solutions

. Respond to customer-reported technical issues in accordance with established Service Level Agreements (SLAs) .

Posted 11/2/2026contractRemote • SpainSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in troubleshooting complex technical issues across application and operating system levels, with a strong focus on customer satisfaction and collaboration with cross-functional teams. Proficient in Linux operating systems, networking fundamentals, and scripting languages to effectively resolve customer-reported issues.

Highest-signal resume keywords

Technical Support EngineeringLinux Operating SystemsTroubleshooting SkillsScripting ExperienceCustomer Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingLinuxNetworking FundamentalsApplication-Level SupportOperating System-Level SupportRoot Cause AnalysisLog AnalysisScripting (Python, JavaScript, PowerShell)Complex Distributed EnvironmentsService Level Agreements (SLAs)

Soft Skills

Analytical SkillsProblem-SolvingWritten CommunicationVerbal CommunicationCollaboration

Tools & Technologies

Ticketing SystemsRemote Support Tools

Industry Keywords

Technical SupportCustomer-Facing SupportEscalation EngineeringHigh-Impact Customer SituationsPreventive Actions

Tech Stack

Tools & technologies

JavaScriptLinuxPython

About the role

Key responsibilities & impact

Respond to customer-reported technical issues in accordance with established Service Level Agreements (SLAs)
Triage, investigate, and troubleshoot complex technical issues through ticketing systems, phone calls, and remote support sessions
Perform advanced troubleshooting at both application and operating system levels
Analyze technical issues to identify whether the root cause relates to product code, configuration, infrastructure, or the customer environment
Collaborate with Engineering, R&D, Product, and other internal teams to drive issue resolution
Handle escalated and high-impact customer situations while maintaining a high level of customer satisfaction
Conduct root cause investigations and support the implementation of corrective and preventive actions
Document troubleshooting activities, technical findings, resolutions, and recommendations for customers and internal stakeholders
Provide feedback to development teams on customer-reported product issues and potential improvements

Requirements

What you’ll need

At least 3 years of experience as a Technical Support Engineer, preferably in a Senior Support Engineer or Escalation Engineer role
Previous experience in a customer-facing technical support position
Strong knowledge of Linux operating systems, including installation, troubleshooting, debugging, and log analysis
Solid networking fundamentals and experience troubleshooting complex network environments
Strong application-level and operating system-level troubleshooting skills
Experience supporting complex, distributed, highly available, or large-scale enterprise environments
Ability to identify and isolate issues related to software, configuration, infrastructure, or customer environments
Scripting experience in at least one language, such as Python, JavaScript, or PowerShell
Excellent analytical and problem-solving skills
Strong written and verbal communication skills, with the ability to explain complex technical concepts clearly
Experience managing customer issues in accordance with established SLAs
Ability to collaborate effectively with cross-functional technical teams in a fast-paced environment
Monday–Friday schedule, with occasional weekend support requirements

Benefits

Comp & perks

Fully remote working opportunity within Spain
Laptop and necessary working equipment provided
Long-term contract opportunity with potential for extension or permanent conversion
Opportunity to work with advanced cybersecurity technologies
Collaboration with international technical and engineering teams
Exposure to complex enterprise-level technical environments