Product Support Engineer

Product Support Engineer (Enterprise B2B)
Location: Bengaluru / Chennai |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).

Work arrangement
No