Product Support Engineer

Product Support Engineer (Enterprise B2B)

Location: Bengaluru (Work From Office)

Department: Product Support Experience: 3-5 Years Shift: 24x7 Rotational

01. ROLE OVERVIEW

We are seeking an experienced and technically agile Product Support Engineer to serve as a Subject Matter Expert (SME) for our global enterprise B2B customers using the Hexnode Unified Endpoint Management (UEM) platform.

In this role, you will act as a peer consultant to client-side Enterprise IT Administrators, MSP Technicians, and Systems Engineers across global organizations. You will diagnose, troubleshoot, and resolve advanced endpoint management issues across multi-OS environments, guide complex product configurations, and ensure strict SLA adherence while delivering an exceptional partner-level support experience.

Note: Comprehensive, hands-on product training on the full Hexnode UEM suite will be provided after onboarding.

02. KEY RESPONSIBILITIES

• Administrator-Level Product Support: Engage directly with customer IT Leadership, Systems Engineers, and SysAdmins via real-time channels (Chat, Email, and Scheduled Calls) to troubleshoot complex enterprise platform configurations, deployment policies, and platform features.

• Incident Management & SLAs: Take complete ownership of escalated enterprise issues from initial diagnosis through root-cause analysis and final resolution, ensuring strict adherence to response/resolution SLAs and high CSAT standards.

• Advanced Endpoint & Profile Troubleshooting: Deep-dive into multi-OS environments (Android, iOS/iPadOS, macOS, Windows, Linux) to resolve advanced MDM profile conflicts, payload deployment errors, compliance rule failures, and app distribution issues.

• Environment Replication: Utilize physical test devices and virtual sandbox environments to replicate complex enterprise setups, isolate platform edge-cases, and verify fixes before guiding client engineers.

• Identity & Enterprise Infrastructure Integration: Consult on and assist client IT teams with core enterprise platform integrations, including directory services (Active Directory, Microsoft Entra ID) and deployment frameworks (Apple Business Manager, APNs, Android Enterprise).

• Engineering Escalation & Collaboration: Perform systematic root-cause analysis and compile detailed system logs before collaborating with L2/L3 Support, QA, and Core Engineering teams on complex code-level or platform bugs.

• Knowledge & Process Advisory: Document advanced troubleshooting workflows, edge-case resolutions, and technical best practices to contribute to internal engineering documentation and external Knowledge Base (KB) articles for IT Admins.

03. QUALIFICATIONS & REQUIRED SKILLS

• 3 to 5 years of hands-on technical support or system administration experience within a B2B SaaS, Enterprise IT, or Managed Service Provider (MSP) environment.

• Mandatory Console Admin Experience: Direct hands-on experience holding Administrator access inside an enterprise MDM/UEM console (e.g., Microsoft Intune, VMware Workspace ONE, Jamf, SOTI MobiControl, or ManageEngine Endpoint Central) with a background in policy creation, profile pushing, and remote actions.

• Enterprise Infrastructure & Identity: Working familiarity with Active Directory / Microsoft Entra ID, directory synchronization, and platform deployment frameworks (ABM, APNs, Android Enterprise). • Networking Fundamentals: Solid grasp of core networking concepts (TCP/IP, DNS, DHCP, SSL/TLS certificates, firewalls, and proxy configurations) as they pertain to secure device-to-server communications.

• Consultative Communication: Exceptional written and verbal communication skills, with the demonstrated ability to communicate effectively as a technical peer to client-side IT Directors and SysAdmins under pressure.

• Willingness and flexibility to operate in a 24x7 rotational shift environment supporting our international enterprise client base.

04. PREFERRED QUALIFICATIONS

• Bachelor's degree in computer science, Information Technology, Computer Networking, or a related field.

Good to Have

• Certifications: Vendor certifications in Microsoft Intune/Entra, Apple/Android Deployment, or Enterprise Networking (CCNA / Network+) are an advantage.

• Ticketing Stack: Experience working with enterprise-grade support platforms (Intercom, Zendesk, Freshdesk, Jira, ServiceNOW).