Product Support Engineer

Overview

Product Support Engineer for the Hexnode UEM platform, acting as primary support contact for global enterprise B2B customers.

What you'll do

• Provide tier-1 technical support via chat, email, and call to global B2B administrators and IT specialists.
• Manage incidents end-to-end from initial logs to final resolution while adhering to response and resolution SLAs.
• Triage and resolve endpoint enrollment, policy deployment, compliance checks, and app distribution issues across multiple OSes.
• Replicate customer environments using test devices and virtual machines to reproduce setups and verify fixes.
• Assist with enterprise integration tasks involving directory services and enrollment services.
• Perform root-cause analysis, collect logs, and escalate complex bugs to L2, QA, or engineering.
• Document troubleshooting workflows and publish KB articles for common edge cases.

What you'll need

• 3–5 years of hands-on experience in technical support or endpoint administration in a B2B SaaS or enterprise IT environment.
• Exposure to enterprise mobility platforms such as Microsoft Intune, VMware Workspace ONE, Jamf, SOTI MobiControl, or ManageEngine.
• Administrator access experience in an enterprise MDM/UEM console (policy creation, profile pushing, remote actions).
• Familiarity with Active Directory / Microsoft Entra ID, directory sync, and Apple/Android enterprise enrollment frameworks (ABM, APNs, Android Enterprise).
• Solid networking fundamentals (TCP/IP, DNS, DHCP, SSL/TLS, firewalls, proxy setups).
• Exceptional written and verbal English communication skills to explain complex concepts under pressure.
• Ability to work in a 24x7 rotational shift environment for international clients.

Details

• Location: Bengaluru / Chennai.
• Shift: 24x7 rotational.