JOB DESCRIPTION

Product Support Engineer

Location: Bengaluru / Chennai | Department: Product Support |
Experience: 3–5 Years | Shift: 24x7 Rotational

1. ROLE OVERVIEW

We are seeking a proactive and technically skilled Product Support Engineer to
serve as the primary point of contact for our global enterprise B2B customers
using the Hexnode Unified Endpoint Management (UEM) platform. In this role, you
will diagnose, troubleshoot, and resolve L1 endpoint management issues across
multi-OS environments, ensure SLA adherence, and deliver exceptional support
experiences.

* Note: Comprehensive, hands-on product training on the Hexnode UEM suite will
be provided after onboarding.

1. KEY RESPONSIBILITIES

* Tier-1 Technical Support: Provide rapid, 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 step

📌 Product Support Engineer (Chennai)
🏢 Mitsogo
📍 Chennai