Product Support Engineer

JOB DESCRIPTION

Product Support Engineer

Location: Bengaluru / Chennai | Department: Product Support | Experience: 3–5 Years | Shift: 24x7 Rotational

1. ROLE OVERVIEW

We are seeking a proactive and technically skilled Product Support Engineer to serve as the primary point of contact for our global enterprise B2B customers using the Hexnode Unified Endpoint Management (UEM) platform. In this role, you will diagnose, troubleshoot, and resolve L1 endpoint management issues across multi-OS environments, ensure SLA adherence, and deliver exceptional support experiences.

• Note: Comprehensive, hands-on product training on the Hexnode UEM suite will be provided after onboarding.

1. KEY RESPONSIBILITIES

• Tier-1 Technical Support: Provide fast, effective technical support via Chat, Email, and Call to global B2B administrators, IT Specialists and MSP technicians.
• Incident Management & SLAs: Take ownership of reported issues from initial log to final resolution, ensuring strict adherence to response and resolution SLAs and maintaining high CSAT scores.
• Endpoint & Enrollment Troubleshooting: Triage and resolve device enrollment failures, policy deployment conflicts, compliance checks, and app distribution issues across Android, iOS/iPadOS, macOS, and Windows devices.
• Environment Replication: Utilize physical test devices and virtual machines to reproduce customer setups, isolate platform bugs, and verify resolution steps before providing guidance.
• Identity & Enterprise Integration: Assist customers with enterprise platform integrations, including directory services (Active Directory, Microsoft Entra ID) and platform enrollment services (Apple Business Manager, APNs, Android Enterprise).
• Escalation & Collaboration: Perform systematic root-cause analysis and gather relevant log files before escalating complex, code-level, or system-wide bugs to L2 Support, QA, or Engineering teams.
• Knowledge Management: Document troubleshooting workflows, resolution steps, and common edge cases to build both internal team knowledge and public-facing knowledge base (KB) articles.

1. QUALIFICATIONS & REQUIRED SKILLS

• Experience: 3 to 5 years of hands-on experience in technical support or endpoint administration within a B2B SaaS or enterprise IT environment.
• EMM / UEM / MDM Background: Working exposure to any major enterprise mobility platform such as Microsoft Intune, VMware Workspace ONE, Jamf, SOTI MobiControl, or ManageEngine.
• Console Access Requirement: Prior hands-on experience working with Administrator access inside an enterprise MDM/UEM console (policy creation, profile pushing, remote actions).
• Enterprise Infrastructure & Identity: Familiarity with Active Directory / Microsoft Entra ID, directory sync, and Apple/Android enterprise enrollment frameworks (ABM, APNs, Android Enterprise).
• Networking Fundamentals: Solid understanding of core networking principles (TCP/IP, DNS, DHCP, SSL/TLS certificates, firewalls, and proxy setups) as they relate to device-to-server communications.
• Soft Skills: Exceptional written and verbal English communication skills with the ability to explain complex technical concepts clearly to IT administrators under pressure.
• Operational Readiness: Willingness and flexibility to work in a 24x7 rotational shift environment supporting international clients.

1. PREFERRED QUALIFICATIONS

• Bachelor’s degree in computer science, Information Technology, Computer Networking, or a related field.

Good to Have

• Vendor certifications in Microsoft Intune/Entra, Apple and Android Deployment is preferred. Enterprise Networking (CCNA / Network+) is an advantage.
• Prior experience handling live support channels (chat/phone) using enterprise ticketing systems (intercom, Zendesk, Freshdesk, Jira, Service NOW etc).