Product Support Engineer
Posted 7 Nov 2025
BranchFactor Summary
The original posting with the fluff stripped out
- Expected experience
- 3–5 yrs
- Management level
- Individual contributor
No salary listed for this role.
Field of studyComputer Networking, Computer Science, Information Technology (or related)
Study levelBachelor's
JOB DESCRIPTION
Product Support Engineer
Location: Bengaluru / Chennai | Department: Product Support | Experience: 3–5 Years | Shift: 24x7 Rotational
- ROLE OVERVIEW
We are seeking a proactive and technically skilled Product Support Engineer to serve as the primary point of contact for our global enterprise B2B customers using the Hexnode Unified Endpoint Management (UEM) platform. In this role, you will diagnose, troubleshoot, and resolve L1 endpoint management issues across multi-OS environments, ensure SLA adherence, and deliver exceptional support experiences.
* Note: Comprehensive, hands-on product training on the Hexnode UEM suite will be provided after onboarding.
- KEY RESPONSIBILITIES
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Tier-1 Technical Support: Provide fast, effective technical support via Chat, Email, and Call to global B2B administrators, IT Specialists and MSP technicians.
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Incident Management & SLAs: Take ownership of reported issues from initial log to final resolution, ensuring strict adherence to response and resolution SLAs and maintaining high CSAT scores.
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Endpoint & Enrollment Troubleshooting: Triage and resolve device enrollment failures, policy deployment conflicts, compliance checks, and app distribution issues across Android, iOS/iPadOS, macOS, and Windows devices.
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Environment Replication: Utilize physical test devices and virtual machines to reproduce customer setups, isolate platform bugs, and verify resolution steps before providing guidance.
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Identity & Enterprise Integration: Assist customers with enterprise platform integrations, including directory services (Active Directory, Microsoft Entra ID) and platform enrollment services (Apple Business Manager, APNs, Android Enterprise).
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Escalation & Collaboration: Perform systematic root-cause analysis and gather relevant log files before escalating complex, code-level, or system-wide bugs to L2 Support, QA, or Engineering teams.
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Knowledge Management: Document troubleshooting workflows, resolution steps, and common edge cases to build both internal team knowledge and public-facing knowledge base (KB) articles.
- QUALIFICATIONS & REQUIRED SKILLS