Technical Support Lead - Endpoint

Hexnode; Chennai; On-site; INR 900,000 - 1,400,000; Full time

Job summary

Hexnode is seeking an experienced Support leader to drive our global, 24/7 operations. You will champion the Technology Acceptance Model (TAM) to sustain long-term product adoption and client success across multiple regions.

As Head of Support, you will mentor Technical Support Engineers, oversee handovers, ensure rapid triage and ticket dispatch within global SLAs, and partner with Engineering and Product to translate customer feedback into the product roadmap.

Qualifications

• 10+ years in technical support with 4–5 years in leadership roles
• Deep expertise in Unified Endpoint Management (UEM)
• Experience with IDP or XDR platforms preferred
• Strong communication and stakeholder management skills
• Bachelor's degree in CS/IT or a related technical field

Responsibilities

• Lead and mentor a shift of Technical Support Engineers
• Oversee the Shift Handover process to the incoming Lead
• Ensure tickets are triaged and dispatched within defined response times to meet global SLAs
• Analyze incident patterns to identify root causes and improvements
• Collaborate with Engineering and Product to reflect customer feedback in the roadmap
• Provide advanced training on UEM trends for clients and internal staff

Skills

Leadership

People management

Communication

Problem solving

Strategic thinking

Education

Bachelor's degree in Computer Science / IT

Tools

IDP

XDR

Job description

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-seeded 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.