Product Support Engineer

Mitsogo Inc; Bengaluru; On-site; INR 450,000 - 650,000; Full time

Job summary

Mitsogo Inc. through its Hexnode UEM division seeks a Technical Support Engineer with 2+ years of hands-on experience to ensure client satisfaction by providing timely technical assistance.

You will diagnose issues, guide customers step-by-step, and collaborate with internal teams to resolve complex problems. The role emphasizes maintaining a positive customer experience, staying current with product updates, and delivering training to clients and colleagues as needed in a fast-paced SaaS

Qualifications

• Bachelor’s degree in a relevant technical field or equivalent work experience.
• Proven experience in technical support or a similar customer-facing role.
• Excellent troubleshooting and problem-solving skills.
• Effective communication and interpersonal skills.
• Ability to work independently and collaboratively in a fast-paced environment.
• Prior experience in a SaaS environment and a strong understanding of UEM and related technologies is a plus.

Responsibilities

• Handle incoming support calls, emails, and chat messages from clients experiencing technical issues.
• Diagnose and troubleshoot technical issues related to our product.
• Provide step-by-step guidance and solutions to clients, ensuring a positive customer experience.
• Escalate complex technical issues to the appropriate internal teams for resolution.
• Collaborate with cross-functional teams to ensure timely and effective problem resolution.
• Document and track support issues to maintain a comprehensive knowledge base.
• Stay up to date with the latest features and updates of our unified endpoint management product.
• Provide product training to clients and internal teams as needed.
• Communicate effectively with clients, keeping them informed of the status of their support requests.
• Ensure a high level of customer satisfaction through professional and courteous communication.

Skills

Troubleshooting

Communication skills

Customer service

Technical support

Education

Bachelor’s degree in a relevant technical field

Job description

Mitsogo is a global organization that highly values the contributions of each employee. Our ability to attract top talent is a testament to our commitment to fostering a sense of belonging for everyone. We recognize the rapid evolution of technology and society that impacts our industry, and we prioritize equipping our employees with diverse opportunities and empowering them with a wide range of skills.

Hexnode, the Enterprise software division of Mitsogo Inc., was founded to simplify how people work. Operating in over 100 countries, Hexnode UEM empowers organizations in diverse sectors. Fueling the transformation to a seamless ecosystem of connected tools, Hexnode is revolutionizing the enterprise software and cybersecurity landscape.

Job Overview:

As a Technical Support Engineer (2+ Years), you will play a crucial role in ensuring client satisfaction by providing timely and effective technical assistance.

Responsibilities:

Handle incoming support calls, emails, and chat messages from clients experiencing technical issues.

Diagnose and troubleshoot technical issues related to our product.

Provide step-by-step guidance and solutions to clients, ensuring a positive customer experience.

Escalate complex technical issues to the appropriate internal teams for resolution.

Collaborate with cross-functional teams to ensure timely and effective problem resolution.

Document and track support issues to maintain a comprehensive knowledge base.

Stay up to date with the latest features and updates of our unified endpoint management product.

Provide product training to clients and internal teams as needed.

Communicate effectively with clients, keeping them informed of the status of their support requests.

Ensure a high level of customer satisfaction through professional and courteous communication.

Requirements

Bachelor’s degree in a relevant technical field or equivalent work experience.

Proven experience in technical support or a similar customer-facing role.

Excellent troubleshooting and problem-solving skills.

Effective communication and interpersonal skills.

Ability to work independently and collaboratively in a fast-paced environment.

Prior experience in a SaaS environment and a strong understanding of UEM and related technologies is a plus.