Product Support Engineer

Hexnode; Chennai; On-site; INR 600,000 - 900,000; Full time

Benefits offered by this job

Healthcare Insurance

Flexible Time Off

Professional Development

Job summary

Hexnode, a global leader in Unified Endpoint Management (UEM), seeks a proactive Product Support Engineer to be the primary contact for enterprise B2B customers. You will diagnose, troubleshoot, and resolve L1 endpoint management issues across Android, iOS, Windows, macOS, and Linux, ensuring SLA adherence and delivering exceptional support.

You will work with physical and virtual devices to reproduce issues, assist with enterprise integrations, document workflows, and contribute to a growing

Qualifications

• Proven experience in first-line technical support for enterprise customers.
• Ability to diagnose and troubleshoot endpoint management issues across multiple OS platforms.
• Strong collaboration skills to work with engineering and QA teams.

Responsibilities

• Tier-1 Technical Support: provide fast, effective support via Chat, Email, and Call to global B2B administrators and IT staff.
• Incident Management & SLAs: own issues from log to resolution with adherence to response and resolution SLAs.
• Endpoint & Enrollment Troubleshooting: resolve device enrollment failures, policy conflicts, and app distribution across Android, iOS, macOS, Windows.

Skills

Tier-1 Support

Troubleshooting

Multi-OS Support

CSAT & SLAs

Tools

Virtual Machines

Job description

Engineered for Speed. Built for Global Scale.

Hexnode is a global force in Unified Endpoint Management (UEM) and cybersecurity, trusted in 100+ countries to secure millions of devices across Apple, Windows, Android, macOS, Linux, and tvOS. Evolving rapidly into a comprehensive platform encompassing XDR, IdP, and DEX, we maintain an industry-leading release pace of 100+ features annually. We combine the momentum of a hyper-growth company with the mission-critical impact of an enterprise leader.

THE ROLE

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.

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.

Hexnode is an Equal Opportunity Employer. We welcome and encourage candidates of all backgrounds, identities, and experiences to apply

Benefits

• Comprehensive Healthcare Insurance
• Flexible Time Off
• Wellness Programs
• Professional Development Opportunities
• Generous Leave Policies