Technical Support Lead - Endpoint

Hexnode; Chennai District; On-site; INR 2,400,000 - 4,800,000; Full time

Benefits offered by this job

Comprehensive Healthcare Insurance

Flexible Time Off

Wellness Programs

Generous Leave Policies

Professional Development Opportunities

Job summary

Hexnode, a global leader in Unified Endpoint Management, seeks a Senior Support Leader to drive our 24/7 global operations and evolve our support culture through TAM-based adoption. You will oversee handovers, ensure timely ticket triage, and mentor engineers to deliver exceptional client outcomes.

Collaborating with Engineering and Product, you will voice customer feedback for the roadmap and lead training initiatives on UEM trends for high-value clients and internal teams.

Qualifications

• 10+ years of total technical support experience with 4–5 years in a supervisory role.
• Deep expertise in Unified Endpoint Management (UEM) and its ecosystem.
• Experience with Identity Providers (IDP) or XDR platforms is highly preferred.

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.

Skills

UEM expertise

Leadership

SaaS

Incident management

Education

Bachelor's degree in Computer Science or related field

Tools

IDP platforms

XDR platforms

Job description

About Hexnode

Hexnode is a global leader in Unified Endpoint Management (UEM), trusted by over 100 countries and managing millions of devices worldwide. With a rapid pace of innovation, we have established ourselves as a dominant force across Apple, Windows, Android, macOS, Linux, and tvOS. Fuelling the transformation to a seamless ecosystem of connected tools, Hexnode is revolutionizing the enterprise software and cybersecurity landscape.

About Hexnode

Hexnode is a global leader in Unified Endpoint Management (UEM), trusted by over 100 countries and managing millions of devices worldwide. With a rapid pace of innovation, we have established ourselves as a dominant force across Apple, Windows, Android, macOS, Linux, and tvOS. Fuelling the transformation to a seamless ecosystem of connected tools, Hexnode is revolutionizing the enterprise software and cybersecurity landscape.

Job Overview

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-seated 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.

Benefits

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