Job Title: Product Support Engineer

Work Mode: Remote

Shift Timing: 11:00 PM to 7:00 AM IST

Job Type: Full-Time

Job Summary:

About the Role

Hex Wireless is looking for a motivated Technical Support Executive to join our growing support team. You will be the first point of contact for our clients — resolving technical issues swiftly and professionally, contributing to our Network Operations Center (NOC), and working closely with cross-functional teams to deliver an outstanding customer experience.

Key Responsibilities

Customer & Technical Support

- Receive and acknowledge client queries via calls, Microsoft Teams, or the ticketing system — ensuring every issue is logged with the correct priority and category.

- Gather required details from the client and initiate troubleshooting through system reports, logs, screenshots, live tests, or issue regeneration — whichever is applicable.

- Resolve configuration-related issues by educating and guiding clients through the necessary corrective steps clearly and professionally.

- Escalate issues requiring deeper investigation to the developer or cloud engineer with a clear summary of findings, and convey the resolution back to the client once received.

- Own tickets end-to-end — tracking progress, keeping clients informed on formal channels, and closing tickets with complete resolution notes and root cause documentation.

- Perform root cause analysis on recurring issues along with RCA calls with the solution architects. Also update the knowledge base to prevent repeat incidents.

- Identify and report confirmed product defects to the development team with proper logs and replication steps.

NOC & Infrastructure

- Monitor network infrastructure, servers, and connectivity in real time using NOC dashboards — ensuring maximum uptime and performance.

- Respond to network alerts and outages; perform first-level triage using established runbooks to restore service within target SLAs.

- Log all NOC incidents with accurate timestamps, severity levels,



and resolution notes, and submit shift-based reports to team leads.

- Coordinate with network and infrastructure teams during maintenance windows, change requests, and emergency recovery.

Documentation & Collaboration

- Maintain and update technical documentation, FAQs, and knowledge base articles to enable faster, more consistent support.

- Collaborate with internal teams — OS, database, product, and NOC — to ensure smooth deployments and infrastructure changes.

- Contribute to technical blog posts and knowledge-sharing sessions to strengthen the company's self-service resources.

Requirements

- 1-3 year of experience in technical support, IT helpdesk, or a NOC role.

- Basic understanding of networking concepts — IP addressing, DNS, DHCP, routing, Linux OS, and switching.

- Experience with ticketing or CRM platforms (e.g., Freshdesk, Zendesk, Jira Service Management).

- Strong analytical and troubleshooting skills with a systematic, process-driven approach.

- Excellent communication skills — able to explain technical issues clearly to non-technical stakeholders.

- Comfortable with rotational shifts or on-call schedules as required by NOC operations.

- Degree in Computer Science, IT, Electronics & Communication, or a related field is preferred.

Benefits:

Competitive salary and benefits package.

Opportunities for career development and career growth.

Collaborative and inclusive work environment.

Flexible work hours options.

Health, dental, and vision insurance.

Paid time off and company holidays.

How to Apply:

- Submit your application here:
- Check your email after submitting your application and proceed further as instructed in the email.

Here’s What happens after you apply?

1. Within 2 working days of your application - our HR team will contact you to schedule a quick chat with one of our founders or any department head.

2. If there’s a fit, the 2nd and/or 3rd rounds will be scheduled within a week.

3. The whole hiring process will be completed within 5-7 working days of your application.

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📌 Product Support Engineer (India)
🏢 Hex Wireless
📍 India