Product Support Engineer

Product Support Engineer

• ROLE OVERVIEW
  

• Note: Comprehensive, hands-on product training on the Hexnode UEM suite will be provided after onboarding.
• 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.
• QUALIFICATIONS & REQUIRED SKILLS
• Experience: 3 to 5 years of hands-on experience in technical support 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.
• PREFERRED QUALIFICATIONS
• Bachelor’s degree in computer science, Information Technology, Computer Networking, or a related field.
  

Good to Have

• 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).
  

Benefits