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. 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….).