Product Support Engineer

Role overview

Product Support Engineer at Mitsogo Inc

Required qualifications

• 3–5 Years |

Employment details

• <p><em>Location: Bengaluru / Chennai | Department: Product Support |
• Shift: 24x7 Rotational</em> </p>
• <ol>
• <li><strong> ROLE OVERVIEW</strong></li>
• </ol>
• <p>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. </p>
• <p><em>* </em>Note: Comprehensive, hands-on product training on the Hexnode UEM suite will be provided after onboarding. </p>
• <li><strong> KEY RESPONSIBILITIES</strong></li>
• <ul>
• <li><strong>Tier-1 Technical Support: </strong>Provide fast, effective technical support via Chat, Email, and Call to global B2B administrators, IT Specialists and MSP technicians. </li>
• </ul>
• <li><strong>Incident Management & SLAs: </strong>Take ownership of reported issues from initial log to final resolution, ensuring strict adherence to response and resolution SLAs and maintaining high CSAT scores. </li>
• <li><strong>Endpoint & Enrollment Troubleshooting: </strong>Triage and resolve device enrollment failures, policy deployment conflicts, compliance checks, and app distribution issues across Android, iOS/iPadOS, macOS, and Windows devices. </li>
• <li><strong>Environment Replication: </strong>Utilize physical test devices and virtual machines to reproduce customer setups, isolate platform bugs, and verify resolution steps before providing guidance. </li>
• <li><strong>Identity & Enterprise Integration: </strong>Assist customers with enterprise platform integrations, including directory services (Active Directory, Microsoft Entra ID) and platform enrollment services (Apple Business Manager, APNs, Android Enterprise). </li>
• <li><strong>Escalation & Collaboration: </strong>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. </li>
• <li><strong>Knowledge Management: </strong>Document troubleshooting workflows, resolution steps, and common edge cases to build both internal team knowledge and public-facing knowledge base (KB) articles. </li>
• <li><strong> QUALIFICATIONS & REQUIRED SKILLS</strong></li>
• <li><strong>Experience: </strong>3 to 5 years of hands-on experience in technical support or endpoint administration within a B2B SaaS or enterprise IT environment. </li>
• <li><strong>EMM / UEM / MDM Background: </strong>Working exposure to any major enterprise mobility platform such as Microsoft Intune, VMware Workspace ONE, Jamf, SOTI MobiControl, or ManageEngine. </li>
• <li><strong>Console Access Requirement: </strong>Prior hands-on experience working with Administrator access inside an enterprise MDM/UEM console (policy creation, profile pushing, remote actions). </li>
• <li><strong>Enterprise Infrastructure & Identity: </strong>Familiarity with Active Directory / Microsoft Entra ID, directory sync, and Apple/Android enterprise enrollment frameworks (ABM, APNs, Android Enterprise). </li>
• <li><strong>Networking Fundamentals: </strong>Solid understanding of core networking principles (TCP/IP, DNS, DHCP, SSL/TLS certificates, firewalls, and proxy setups) as they relate to device-to-server communications. </li>
• <li><strong>Soft Skills: </strong>Exceptional written and verbal English communication skills with the ability to explain complex technical concepts clearly to IT administrators under pressure. </li>
• <li><strong>Operational Readiness: </strong>Willingness and flexibility to work in a 24x7 rotational shift environment supporting international clients. </li>
• <li><strong> PREFERRED QUALIFICATIONS</strong></li>
• <li>Bachelor’s degree in computer science, Information Technology, Computer Networking, or a related field. </li>
• <p> </p>
• <p><strong>Good to Have</strong> </p>
• <li>Vendor certifications in Microsoft Intune/Entra, Apple and Android Deployment is preferred. Enterprise Networking (CCNA / Network+) is an advantage. </li>
• <li>Prior experience handling live support channels (chat/phone) using enterprise ticketing systems (intercom, Zendesk, Freshdesk, Jira, Service NOW etc). </li>
• Location: Chennai

Additional role details

• <p><strong>JOB DESCRIPTION</strong> </p>
• <p><strong>Product Support Engineer </strong> </p>