Product Support Engineer

About Mitsogo | Hexnode

Mitsogo is a global organization that highly values the contributions of each employee. Our ability to attract top talent is a testament to our commitment to fostering a sense of belonging for everyone. We recognize the rapid evolution of technology and society that impacts our industry, and we prioritize equipping our employees with diverse opportunities and empowering them with a wide range of skills.

Hexnode, the Enterprise software division of Mitsogo Inc., was founded to simplify how people work. Operating in over 100 countries, Hexnode UEM empowers organizations in diverse sectors. Fueling the transformation to a seamless ecosystem of connected tools, Hexnode is revolutionizing the enterprise software and cybersecurity landscape.

Job Overview :

As an Endpoint System Engineer (3-5 Years), you will play a crucial role in ensuring client satisfaction by providing timely and effective technical assistance.

Do you thrive on solving puzzles and empowering others? Are you passionate about technology and eager to make a real impact? If so, Hexnode has the perfect opportunity for you!

We're seeking a highly motivated and customer-centric Endpoint System Engineer (3+ Years) to join our dynamic team. As the front line of our customer experience, you'll be instrumental in ensuring our clients get the most out of Hexnode's cutting-edge Unified Endpoint Management (UEM) solution. You'll be more than just a technical support agent – you'll be a trusted advisor, a problem solver, and a champion for our customers.

Responsibilities :

• The ideal candidate will have hands-on experience with Mobile Device Management (MDM), Remote Monitoring and Management (RMM) tools, or Patch Management solutions.
• You will be engaging with clients to understand their current device management challenges, their IT infrastructure, their security requirements, and their long-term goals. This involves asking insightful questions and actively listening to their responses.
• Handle incoming technical quires, via calls, emails, and chat messages from the Customers, experiencing technical issues. This might involve recommending specific configurations, integrations, or workflows that will best serve the client.
• Diagnose and troubleshoot technical issues related to our product. You’ll work closely with other teams, engineering, product management, and including sales teams to ensure seamless customer experience.
• You’ll need a strong understanding of MDM, RMM, and Patch Management tools, based on customer needs and business goals.You'll need a strong understanding of Hexnode's features, its architecture, and its integration capabilities. You should be able to answer technical questions confidently and address any concerns the client may have and provide step-by-step guidance and solutions to clients, ensuring a positive customer experience.
• Escalate complex technical issues to the appropriate internal teams for resolution.
• Stay up to date with the latest features and updates of our unified endpoint management product. You'll need to stay updated on the competitive landscape, understanding the trends, changes in cybersecurity industry, and be the evangelists of UEM products, get an in-depth knowledge on UEM product lines.
• Provide product training to clients and internal teams as needed. Document and track support issues to maintain a comprehensive knowledge base.
• Communicate effectively with customers, keeping them informed of the status of their tech requests. You are often the first point of contact for potential customers, and your professionalism and expertise can significantly influence their perception of Hexnode.
• Ensure a high level of customer satisfaction through professional and courteous communication. You're on the front lines, interacting directly with potential clients. This gives you valuable insights into market trends, customer needs, and areas where Hexnode can improve. You should actively collect this feedback and share it with the product development team.

Required Skills & Qualifications :

Desired Skills : (Good to have)