Product Support Engineer

Hexnode; Chennai District; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Hexnode is seeking a proactive Product Support Engineer to be the primary contact for global enterprise B2B customers using the Hexnode UEM platform.

You will diagnose, troubleshoot, and resolve L1 endpoint management issues across Android, iOS, macOS and Windows, ensuring SLA adherence and high CSAT. Comprehensive hands-on product training will be provided after onboarding.

Qualifications

• 3–5 years in technical support or endpoint administration in a B2B SaaS or enterprise IT.
• Hands-on exposure to EMM/UEM platforms such as Intune, Workspace ONE, or SOTI MobiControl.
• Experience with MDM/UEM console administration (policy creation, profile pushing, remote actions).
• Familiarity with AD / Entra ID, directory sync, and ABM/APNs enrollment.
• Solid networking knowledge (TCP/IP, DNS, DHCP, SSL/TLS, firewalls).
• Excellent written and spoken English communication under pressure.
• Willing to work in a 24x7 rotational shift to support international clients.

Responsibilities

• Provide fast, effective technical support via chat, email, and phone to global B2B admins and IT specialists.
• Own incident management with SLAs and maintain high CSAT scores.
• Triage and resolve endpoint enrollment, policy deployment, and app distribution across Android/iOS/macOS/Windows.
• Replicate environments using physical devices and VMs to verify resolutions.
• Assist with enterprise platform integrations including AD/Entra ID and ABM/APNs.
• Escalate complex issues with log reviews to L2, QA, or Engineering.
• Document troubleshooting steps and publish KB articles.

Skills

3-5 years experience

EMM/UEM background

MDM/UEM console access

Active Directory/Entra ID

Networking fundamentals

English communication

24x7 shift readiness

Education

Bachelor's/Diploma in CS/IT/Networking

Tools

Intune/Entra certification

Apple ABM/Business Manager

Android Enterprise enrollment

Zendesk/Intercom/Jira/Freshdesk

Job description

01. 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.

02. 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.

03. QUALIFICATIONS & REQUIRED SKILLS

• Experience: 3 to 5 years of hands‑on experience in technical support, helpdesk, 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.

04. PREFERRED QUALIFICATIONS

• Bachelor’s Degree or Diploma in Computer Science, Information Technology, Computer Networking, or a related field.
• 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).