Product Support Engineer

Hexnode; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Hexnode in Bengaluru seeks an experienced Product Support Engineer to serve as a Subject Matter Expert for global enterprise customers using the Hexnode UEM platform. You will diagnose, troubleshoot, and resolve advanced endpoint management issues across multi-OS environments while guiding complex configurations and ensuring SLA adherence.

You will work directly with Enterprise IT Administrators and MSP technicians, providing consultant-level support in a 24x7 rotational shift, and collaborate

Qualifications

• 3 to 5 years of hands-on technical support or system administration in B2B SaaS/Enterprise IT/MSP.
• Direct hands-on experience with an enterprise MDM/UEM console (Intune, Workspace ONE, Jamf, SOTI MobiControl, or ManageEngine Endpoint Central) for policy creation and remote actions.
• Familiarity with Active Directory / Microsoft Entra ID and deployment frameworks (ABM, APNs, Android Enterprise).
• Solid networking fundamentals (TCP/IP, DNS, DHCP, SSL/TLS, firewalls, proxies).
• Excellent written and verbal communication to client IT Directors and SysAdmins under pressure.
• Willingness to operate in a 24x7 rotational shift.

Responsibilities

• Provide administrator-level product support to client IT Leadership and SysAdmins via real-time channels to troubleshoot complex configurations.
• Own escalated issues from diagnosis to root-cause analysis and final resolution, meeting SLAs and CSAT targets.
• Deep-dive into multi-OS environments to resolve MDM profile conflicts and deployment issues.
• Replicate complex setups using physical devices and virtual sandboxes to verify fixes.
• Consult on directory services and deployment frameworks integration with client IT teams.
• Collaborate with L2/L3, QA, and Core Engineering on bugs and improvements.
• Document advanced troubleshooting workflows and contribute to KB/articles.

Skills

MDM/UEM Console Admin

Enterprise IT knowledge

Troubleshooting

Client communication

24x7 shift readiness

Education

Bachelor's degree in Computer Science/IT or related

Tools

Intercom

Zendesk

Freshdesk

Jira

ServiceNow

Job description

| Department: Product Support | Experience: 3-5 Years | Shift: 24x7 Rotational

01. ROLE OVERVIEW

We are seeking an experienced and technically agile Product Support Engineer to serve as a Subject Matter Expert (SME) for our global enterprise B2B customers using the Hexnode Unified Endpoint Management (UEM) platform.

In this role, you will act as a peer consultant to client-side Enterprise IT Administrators, MSP Technicians, and Systems Engineers across global organizations. You will diagnose, troubleshoot, and resolve advanced endpoint management issues across multi-OS environments, guide complex product configurations, and ensure strict SLA adherence while delivering an exceptional partner-level support experience.

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

02. KEY RESPONSIBILITIES

• Administrator-Level Product Support: Engage directly with customer IT Leadership, Systems Engineers, and SysAdmins via real-time channels (Chat, Email, and Scheduled Calls) to troubleshoot complex enterprise platform configurations, deployment policies, and platform features.
• Incident Management & SLAs: Take complete ownership of escalated enterprise issues from initial diagnosis through root-cause analysis and final resolution, ensuring strict adherence to response/resolution SLAs and high CSAT standards.
• Advanced Endpoint & Profile Troubleshooting: Deep-dive into multi-OS environments (Android, iOS/iPadOS, macOS, Windows, Linux) to resolve advanced MDM profile conflicts, payload deployment errors, compliance rule failures, and app distribution issues.
• Environment Replication: Utilize physical test devices and virtual sandbox environments to replicate complex enterprise setups, isolate platform edge-cases, and verify fixes before guiding client engineers.
• Identity & Enterprise Infrastructure Integration: Consult on and assist client IT teams with core enterprise platform integrations, including directory services (Active Directory, Microsoft Entra ID) and deployment frameworks (Apple Business Manager, APNs, Android Enterprise).
• Engineering Escalation & Collaboration: Perform systematic root-cause analysis and compile detailed system logs before collaborating with L2/L3 Support, QA, and Core Engineering teams on complex code-level or platform bugs.
• Knowledge & Process Advisory: Document advanced troubleshooting workflows, edge-case resolutions, and technical best practices to contribute to internal engineering documentation and external Knowledge Base (KB) articles for IT Admins.

03. QUALIFICATIONS & REQUIRED SKILLS

• 3 to 5 years of hands-on technical support or system administration experience within a B2B SaaS, Enterprise IT, or Managed Service Provider (MSP) environment.
• Mandatory Console Admin Experience: Direct hands-on experience holding Administrator access inside an enterprise MDM/UEM console (e.g., Microsoft Intune, VMware Workspace ONE, Jamf, SOTI MobiControl, or ManageEngine Endpoint Central) with a background in policy creation, profile pushing, and remote actions.
• Enterprise Infrastructure & Identity: Working familiarity with Active Directory / Microsoft Entra ID, directory synchronization, and platform deployment frameworks (ABM, APNs, Android Enterprise).
• Networking Fundamentals: Solid grasp of core networking concepts (TCP/IP, DNS, DHCP, SSL/TLS certificates, firewalls, and proxy configurations) as they pertain to secure device-to-server communications.
• Consultative Communication: Exceptional written and verbal communication skills, with the demonstrated ability to communicate effectively as a technical peer to client-side IT Directors and SysAdmins under pressure.
• Willingness and flexibility to operate in a 24x7 rotational shift environment supporting our international enterprise client base.

04. PREFERRED QUALIFICATIONS

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

Good to Have

• Certifications: Vendor certifications in Microsoft Intune/Entra, Apple/Android Deployment, or Enterprise Networking (CCNA / Network+) are an advantage.
• Ticketing Stack: Experience working with enterprise-grade support platforms (Intercom, Zendesk, Freshdesk, Jira, ServiceNOW).