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 transparent 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 Vadodara
🏢 Hex Wireless
📍 Vadodara