Product Support Engineer (Enterprise B2B)

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

01. ROLE OVERVIEW
We are seeking an experienced and technically agile Product Support Engineer to serve as a Subject Matter Expert (SME) for our global enterprise B2B customers using the Hexnode Unified Endpoint Management (UEM) platform.
In this role, you will act as a peer consultant to client-side Enterprise IT Administrators, MSP Technicians, and Systems Engineers across global organizations. You will diagnose, troubleshoot, and resolve advanced endpoint management issues across multi-OS environments, guide complex product configurations, and ensure strict SLA adherence while delivering an exceptional partner-level support experience.
Note: Comprehensive, hands-on product training on the full Hexnode UEM suite will be provided after onboarding.
02. KEY RESPONSIBILITIES
Administrator-Level Product Support: Engage directly with customer IT Leadership, Systems Engineers, and SysAdmins via real-time channels (Chat, Email,



and Scheduled Calls) to troubleshoot complex enterprise platform configurations, deployment policies, and platform features.
Incident Management & SLAs: Take complete ownership of escalated enterprise issues from initial diagnosis through root-cause analysis and final resolution, ensuring strict adherence to response/resolution SLAs and high CSAT standards.
Advanced Endpoint & Profile Troubleshooting: Deep-dive into multi-OS environments (Android, iOS/iPadOS, macOS, Windows, Linux) to resolve advanced MDM profile conflicts, payload deployment errors, compliance rule failures, and app distribution issues.
Workplace Replication: Utilize physical test devices and virtual sandbox environments to replicate complex enterprise setups, isolate platform edge-cases, and verify fixes before guiding client engineers.
Identity & Enterprise Infrastructure Integration: Consult on and assist client IT teams with co

📌 Product Support Engineer (Chennai)
🏢 Hexnode
📍 Chennai