Senior Product Support Engineer

Location: Hybrid work from the Madrid office, Spain

Company

hirify.global provides digital employee experience management software that helps IT leaders diagnose and resolve issues across applications, networks, and employee environments at scale.

What you will do

• Own Level 1 and Level 2 support cases for customers and partners across multiple regions, from initial report through final resolution.
• Troubleshoot complex issues involving Windows environments, Linux servers, networking, cloud infrastructure, virtualization, and systems.
• Work directly with customers through remote sessions and follow-ups.
• Collaborate with Engineering, Product, and other internal teams to resolve issues quickly.
• Participate in incident reviews and follow-up meetings.
• Maintain and improve the knowledge base and take ownership beyond standard runbooks.

Requirements

• 3+ years of hands-on technical support experience in enterprise or product support.
• Strong application troubleshooting and log analysis skills.
• Solid knowledge of Windows OS.
• Experience with virtualization, systems, and basic network administration.
• Good understanding of cloud environments such as AWS or Azure.
• Confident written and spoken English communication skills.
• Customer-focused, curious, and detail-oriented, with the ability to investigate problems deeply.

Nice to have

• Knowledge of Linux.
• Experience with microservices.

Culture & Benefits

• Hybrid work model with a strong team presence in the Madrid office.
• Exposure to enterprise-scale environments and modern cloud architectures.
• Global interaction with customers across multiple regions.
• Technical depth and ownership beyond pure Level 1 support.
• Role emphasizes initiative and accountability.