Job Title: Product Support Engineer

Work Mode: Remote

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

Job Type: Full time

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.

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



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

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.
- 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.

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