Product Support Engineer

Role Overview: As an Endpoint System Engineer (3-5 Years) at Hexnode, you will be crucial in ensuring client satisfaction by offering timely and effective technical assistance. If you enjoy solving puzzles, empowering others, and are passionate about technology, this role is perfect for you. You will not only be a technical support agent but also a trusted advisor, problem solver, and a champion for our customers. Responsibilities: - Have hands-on experience with Mobile Device Management (MDM), Remote Monitoring and Management (RMM) tools, or Patch Management solutions. - Engage with clients to understand their device management challenges, IT infrastructure, security requirements, and long-term goals by asking insightful questions and actively listening to their responses. - Handle technical queries from customers via calls, emails, and chat messages, recommending specific configurations, integrations, or workflows. - Diagnose and troubleshoot technical issues related to the product, collaborating with other teams to ensure a seamless customer experience. - Understand MDM, RMM, and Patch Management tools based on customer needs and business goals, providing step-by-step guidance and solutions to clients. - Stay updated with the latest features and updates of the product, understanding changes in the cybersecurity industry, and providing product training to clients and internal teams. - Communicate effectively with customers, keeping them informed of the status of their tech requests and ensuring a high level of customer satisfaction through professional and courteous communication. Qualification Required: - Experience with deploying, configuring, and supporting MDM / UEM solutions such as AirWatch, SOTI MobiControl, Workspace One, or Microsoft Intune. - Strong understanding of security frameworks and protocols for device management, remote monitoring, and patching. - Familiarity with RMM and Patch Management tools like Kaseya, ConnectWise, or NinjaRMM. - Basic understanding of network security, endpoint protection, and IT infrastructure. - Excellent communication skills, with the ability to explain technical concepts clearly to both technical and non-technical audiences. - 3-6 years of experience in the IT / cybersecurity domain, focusing on MDM, UEM, RMM, or Patch Management tools. - BE or B-Tech in any branch. - Strong organizational skills and a team player mentality. Desired Skills: - Certifications such as CompTIA Security+, CISSP, or any other relevant cybersecurity certifications. - Experience in network security and endpoint management. - Knowledge of cloud security concepts and technologies.,