ABOUT HEXNODE
Hexnode is a global leader in Unified Endpoint Management (UEM), trusted by over 100 countries and managing millions of devices worldwide. With a rapid pace of innovation, we have established ourselves as a dominant force across Apple, Windows, Android, macOS, Linux, and tvOS. Fuelling the transformation to a seamless ecosystem of connected tools, Hexnode is revolutionizing the enterprise software and cybersecurity landscape.

JOB OVERVIEW
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 issue
Guarantee that all incoming tickets are triaged and dispatched within defined response times to meet and exceed global SLA
Conduct deep-dive analysis of incident patterns to identify root causes and provide strategic suggestions for incident management improvement
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 stakeholder

REQUIREMENTS
10+ years of total technical support experience, with at least 4–5 years in a formal leadership supervisory role, preferably within a SaaS setting
Mandatory, deep-seated expertise in Unified Endpoint Management (UEM) and its ecosyst
Advanced Technical Exposure: Direct experience with IDP (Identity Provider) or XDR (Ex

📌 Endpoint lead (Chennai)
🏢 Hexnode
📍 Chennai