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 explicit 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-le

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