Product Support Engineer

About Mitsogo | HexnodeMitsogo is a global organization that highly values the contributions of each employee. Our ability toattract 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 weprioritize equipping our employees with diverse opportunities and empowering them with a widerange 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. Fuellingthe transformation to a seamless ecosystem of connected tools, Hexnode is revolutionizing theenterprise 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 byproviding timely and effective technical assistance.Do you thrive on solving puzzles and empowering others? Are you passionate about technology andeager to make a real impact? If so, Hexnode has the perfect opportunity for youWe're seeking a highly motivated and customer-centric Endpoint System Engineer (3+ Years) to joinour dynamic team. As the front line of our customer experience, you'll be instrumental in ensuringour 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 problemsolver, and a champion for our customers.Responsibilities: You will be engaging with clients to understand their current device managementchallenges, 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 withother teams, engineering, product management, and including sales teams to ensureseamless customer experience. You'll need a strong understanding of Hexnode's features, its architecture, and itsintegration capabilities. You should be able to answer technical questions confidently andaddress any concerns the client may have and provide step-by-step guidance and solutionsto 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 managementproduct. You'll need to stay updated on the competitive landscape, understanding thetrends, 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 tracksupport issues to maintain a comprehensive knowledge base. Communicate effectively with customers, keeping them informed of the status of their techrequests. You are often the first point of contact for potential customers, and yourprofessionalism and expertise can significantly influence their perception of Hexnode. Ensure a high level of customer satisfaction through professional and courteouscommunication. You're on the front lines, interacting directly with potential clients. Thisgives you valuable insights into market trends, customer needs, and areas where Hexnodecan improve. You should actively collect this feedback and share it with the productdevelopment team.What you'll bring: Excellent communication skills: You can clearly and concisely explain technical conceptsto both technical and non-technical audiences and · effective communication withinterpersonal skills. Strong problem-solving abilities: Proven experience in technical support or a similarcustomer-facing role and the ability to identify the root cause of issues and implementeffective solutions. Technical aptitude: Excellent troubleshooting and problem-solving skills. Should becomfortable working with technology and eager to learn new systems. Prior experiencein a IT management, , Asset management, and Cybersecurity or relevant environmentand a strong understanding of UEM and related technologies is a plus. Strong organizational skills: You can manage multiple tasks and prioritize effectively in afast-paced environment. Your approach challenges with enthusiasm and a can-do spiritand 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 gothe extra mile to support your colleagues. Bachelor’s degree in a relevant technical field or equivalent work experience. (BE inComputer Science & Engineering, Electrical & Electronics Engineering, ElectronicsEngineering etc….).