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 explicit 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 timestamp

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