Endpoint Support Engineer - L5

Job description

## About Hexnode 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 role As 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. ## Responsibilities - Act 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. ## Required Skills & Qualifications - 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.