Job Description

Job Title: Product Support Engineer

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Work Mode: Remote

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

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Job Type: Full-Time

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Job Summary:

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About the Role

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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.

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Key Responsibilities

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Customer & Technical Support

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

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

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

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- 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.

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

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- Perform root cause analysis on recurring issues along with RCA calls with the solution architects.



Also update the knowledge base to prevent repeat incidents.

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

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NOC & Infrastructure

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

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

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- Log all NOC incidents with accurate timestamps, severity levels, and resolution notes, and submit shift-based reports to team leads.

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

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Documentation & Collaboration

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

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

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

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Requirements

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

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

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

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

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

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

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

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Benefits:

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Competitive salary and benefits package.

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Opportunities for career development and career growth.

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Collaborative and inclusive work environment.

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Flexible work hours options.

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Health, dental, and vision insurance.

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Paid time off and company holidays.

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How to Apply:

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- Submit your application here:
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- Check your email after submitting your application and proceed further as instructed in the email.
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Here’s What happens after you apply?

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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.

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

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

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