Technical Support Lead - Endpoint 10+ yrs Chennai

Mitsogo; Chennai; Remote; INR 4,000,000 - 6,000,000; Full time

Job summary

Hexnode is seeking a Senior Manager to lead a global Technical Support team, shaping the support culture and implementing TAM to drive long-term product adoption and client success. You will oversee handovers and ensure response times remain industry leading in a 24/7 SaaS environment.

You will mentor engineers, manage incident handling, and collaborate with Engineering and Product to voice customer feedback for the roadmap while staying ahead on UEM trends and delivering advanced trainings for

Qualifications

• 10+ years of total technical support experience, with 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.
• Direct experience with IDP or XDR platforms highly preferred.
• Exceptional people skills with the ability to communicate complex technical concepts to non-technical stakeholders.
• Bachelor's degree in computer science, Information Technology, or a relevant technical field.

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

Leadership experience

UEM expertise

SaaS environment

IDP/XDR exposure

People skills

Bachelor's degree in CS/IT

Education

Bachelor's degree in CS/IT

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

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.

REQUIRED SKILLS AND QUALIFICATIONS

• 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.

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