Technical Support Lead - Endpoint

Mitsogo Inc; Chennai District; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

Mitsogo Inc is seeking a leader for their Technical Support team in Chennai, India. The role will involve overseeing technical support operations, mentoring engineers, and implementing strategies for improved service and client success. Applicants should have a minimum of 10 years in technical support, including leadership experience, and strong expertise in Unified Endpoint Management (UEM).

Ideal candidates will be exceptional communicators with problem-solving skills and aBachelor’s degree in a technical field. Join us in shaping the future of global support.

Qualifications

• 10+ years of total technical support experience, with 4–5 years in a leadership role in a SaaS environment.
• Deep expertise in Unified Endpoint Management (UEM) and its ecosystem.
• Direct experience with IDP or XDR platforms is highly preferred.

Responsibilities

• Manage and mentor a shift of Technical Support Engineers.
• Oversee the Shift Handover process ensuring continuity of service.
• Guarantee response times meet and exceed global SLAs.
• Conduct analysis of incident patterns for strategic improvements.
• Partner with Engineering and Product teams as the 'Voice of the Customer'.
• Provide training sessions for clients and internal stakeholders.

Skills

Technical support experience

Unified Endpoint Management (UEM) expertise

Leadership skills

Problem-solving abilities

People skills

Education

Bachelor’s degree in computer science or relevant field

Job description

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‑stated 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.