Product Support Specialist

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. Fuelling

the transformation to a seamless ecosystem of connected tools, Hexnode is revolutionizing the

enterprise software and cybersecurity landscape.

Job Overview : (Endpoint System Engineer)

As a Endpoint System Engineer (3+ 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 :

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 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.

What you'll bring :

Excellent communication skills : You can clearly and concisely explain technical concepts

to both technical and non-technical audiences and

• effective communication with

interpersonal skills.

Strong problem-solving abilities : Proven experience in technical support or a similar

customer-facing role and the ability to identify the root cause of issues and implement

effective solutions.

Technical aptitude : Excellent troubleshooting and problem-solving skills. Should be

comfortable working with technology and eager to learn new systems. Prior experience

in a IT management,, Asset management, and Cybersecurity or relevant environment

and a strong understanding of UEM and related technologies is a plus.

Strong organizational skills : You can manage multiple tasks and prioritize effectively in a

fast-paced environment. Your approach challenges with enthusiasm and a can-do spirit

and the ability to work independently and collaboratively in a fast-paced environment.

A team player mentality : You thrive in a collaborative environment and are willing to go

the extra mile to support your colleagues.

Bachelor’s degree in a relevant technical field or equivalent work experience. (BE in

Computer Science & Engineering, Electrical & Electronics Engineering, Electronics

Engineering etc….).