Hexnode is a global leader in Unified Endpoint Management (UEM), trusted by over 100 countries and managing millions of devices worldwide. With a rapid pace of innovation, we have established ourselves as a dominant force across Apple, Windows, Android, macOS, Linux, and tvOS. Fuelling the transformation to a seamless ecosystem of connected tools, Hexnode is revolutionizing the enterprise software and cybersecurity landscape.
The roleAs a Endpoint Support Engineer, you will be the backbone of our client success story. You’ll provide advanced technical assistance, ensuring that our global partners receive seamless support for our Unified Endpoint Management (UEM) solutions.
Note: This is a full-time, onsite role. Candidates must be available for rotating shifts to support our 24/7 global operations and international client base.
ResponsibilitiesAct as the primary point of contact for L3 and above support, diagnosing and resolving complex technical issues via phone, email, and chat.
Provide clear, step-by-step technical guidance to clients, translating complex problems into actionable solutions.
Identify and escalate high-priority or systemic issues to specialized internal teams, tracking them through to resolution.
Document all support interactions and technical workarounds to build and maintain a robust internal knowledge base.
Stay at the forefront of UEM trends and product updates; provide training sessions for clients and internal stakeholders as needed.
Partner with Engineering and Product teams to advocate for client needs and improve the overall product experience.
5+ years of technical support experience, preferably within a SaaS environment.
Mandatory, deep-seated understanding of Unified Endpoint Management (UEM) and its related technologies.
Proven track record in a Level 3 (L3) & above technical support capacity.
Direct exposure to IDP (Identity Provider) or XDR (Extended Detection and Response) platforms is highly preferred.
Exceptional interpersonal and communication skills; the ability to remain professional and courteous under pressure.
A proactive problem-solver who can work independently in a fast-paced, high-growth environment.
Bachelor’s degree in computer science, Information Technology, or a relevant technical field.
Hexnode is an Equal Opportunity Employer. We welcome and encourage candidates of all backgrounds, identities, and experiences to apply.
Skills Required
- 5+ years of technical support experience in a SaaS environment
- Deep understanding of Unified Endpoint Management technologies
- Experience in Level 3 (L3) technical support
- Exposure to IDP or XDR platforms
- Bachelor's degree in computer science or IT
What We Do
Ever since its establishment almost a decade ago, Mitsogo has been rewriting the concept of Enterprise mobility. As a leading provider of Business Mobility and Enterprise Management solutions, we bring a fresh perspective on how businesses function along with a vision to empower the digital workplace. Our main goal is to provide world-class security for all your corporate endpoints with a touch of simplicity. Our flagship product, Hexnode, realizes this vision to define the phrase ‘device management simplified’. With customers and partners from more than 100 countries, we have an active community that strives to meet our goals. Our dedicated team works together to build, transform, and reinvent technology to provide our customers with the best experience in the industry. To learn more about Mitsogo, visit www.mitsogo.com
