About the role
About Hexnode
Hexnode is a global leader in Unified Endpoint Management (UEM), trusted by over 100 countries and managing millions of devices worldwide. With a rapid pace of innovation, we have established ourselves as a dominant force across Apple, Windows, Android, macOS, Linux, and tvOS. Fuelling the transformation to a seamless ecosystem of connected tools, Hexnode is revolutionizing the enterprise software and cybersecurity landscape.
Job Overview
In this role, you will not just oversee ticket resolution; you will lead the evolution of our support culture by implementing the Technology Acceptance Model (TAM) to ensure long-term product adoption and client success. As a linchpin of our 24/7 global operations, you will manage critical handovers and ensure our response times remain industry leading.
Responsibilities
- Manage and mentor a shift of Technical Support Engineers, fostering a high-performance environment focused on technical growth and empathy.
- Oversee the Shift Handover process to the incoming Lead, ensuring zero data loss and continuity of service for all high-priority issues.
- Guarantee that all incoming tickets are triaged and dispatched within defined response times to meet and exceed global SLAs.
- Conduct deep-dive analysis of incident patterns to identify root causes and provide strategic suggestions for incident management improvements.
- Partner with Engineering and Product teams to function as the "Voice of the Customer," ensuring technical feedback directly influences the product roadmap.
- Stay at the forefront of UEM trends and provide advanced training sessions for both high-value clients and internal technical stakeholders.
Requirements
- 10+ years of total technical support experience, with at least 4–5 years in a formal leadership or supervisory role, preferably within a SaaS environment.
- Mandatory, deep-seated expertise in Unified Endpoint Management (UEM) and its ecosystem.
- Advanced Technical Exposure: Direct experience with IDP (Identity Provider) or XDR (Extended Detection and Response) platforms is highly preferred.
- Exceptional people skills with the ability to navigate high-pressure situations and communicate complex technical concepts to non-technical stakeholders.
- An initiative-taking problem-solver with a proven ability to manage complex workflows and team dynamics in a fast-paced, high-growth global setting.
- Bachelor’s degree in computer science, Information Technology, or a relevant technical field.