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 DescriptionJoin 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”
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
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
Skills Required
- 3+ years of hands-on technical support experience in enterprise or product support
- Strong application troubleshooting and log analysis skills
- Solid knowledge of Windows operating systems
- Knowledge of Linux
- Understanding of cloud environments such as AWS or Azure
- Knowledge of microservices
- Experience with virtualization, systems, and basic network administration
- Confident written and spoken English communication skills
- Customer-focused mindset
- Curiosity, attention to detail, and willingness to investigate complex problems
What the Team is Saying
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Nexthink Compensation & Benefits Highlights
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Healthcare Strength — Employer-paid health, dental, and vision coverage for U.S. employees is highlighted, positioning medical benefits as a standout part of the package. Listings and company materials emphasize broad coverage that reduces out-of-pocket premiums for employees.
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Leave & Time Off Breadth — Unlimited PTO is offered alongside paid holidays and three paid volunteer days, providing substantial flexibility to take time away. This breadth of time-off options is presented as a core perk across U.S. roles.
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Parental & Family Support — Up to 16 weeks of paid leave for primary caregivers and six weeks for secondary caregivers is advertised. The scope of this leave is notable for employees planning or growing families.
Nexthink Insights
What We Do
Nexthink is the global leader in digital employee experience management. Our platform empowers IT teams with real-time visibility, analytics, and automation to proactively detect and resolve issues across any application, device, or network—before they affect employees. By shifting IT from reactive problem-solving to continuous optimization, Nexthink enables more than 1,300 organizations to create productive, seamless, and satisfying digital workplaces for over 18 million employees worldwide.
Why Work With Us
With over 1200 employees across 5 continents, Nexthink operates as One Team, connecting, collaborating and innovating to continuously grow. We call our employees ‘Nexthinkers’ and our commitment to diversity, inclusion, and equity is second to none. We currently have over 75 nationalities working with us, from all cultures and backgrounds.
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Nexthink Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
We all have different preferences & arrangements allowing us to do the best work possible. Each team needs to have an open conversation to determine.
