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:

We are seeking motivated and talented individuals who thrive on solving technical challenges to join our Product Support team. As the first point of contact for our UEM product solutions, they field and triage all customer requests, working directly with IT Admins (B2B) to address a wide variety of technical issues. Our focus is on delivering amazing and quality customer experience.

Responsibilities:

• Provide end-to-end technical support to customers via Chat, Email, and Phone.
• Troubleshoot and resolve customer queries/problems with our Products or Solutions.
• Communicate best practices to customers to help achieve maximum value from our Products.
• Collaborate with cross-functional teams, like Sales, Pre-Sales, and Engineering, to address customer needs and improve product solutions.
• Share customer feedback with the Engineering team to improve our Products.
• Keep customers updated on their issue status and resolution progress.
• Ensure SLAs are honoured and KPIs are met.
• Proactively identify and report cases that require escalation.
• Help improve Product documentation for internal and external use.

Requirements:

• Minimum 1 year of Support experience (in Product/Application support preferred).
• Experience with Technical Support via Chat, Email, or Phone.
• Hands-on working experience in at least one - Android / iOS / Windows / Linux / MacOS platforms.
• Willingness to work in a dynamic 24/5 work environment.
• Excellent communication skills and a customer-focused mindset.
• Strong problem-solving skills and the ability to troubleshoot complex technical issues.
• Bachelor's degree in Computer Science, Information Technology or a related field.
• Quick learner with a passion for learning technology.
• Ability to handle multiple tickets and tasks simultaneously.

Desired Skills:

• Ability to thrive in a fast-paced environment with lots of technical variety.
• Experience with MDM/UEM products or similar technologies is an added advantage.
• IT Technical Certifications on any technology to showcase expertise will add value.
• Experience with ticketing platforms or similar tools like Zendesk, Salesforce, and ClickUp.