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Open nowPosted 228 days ago

Technical Support Lead - Endpoint

Mitsogo Inc41 open roles

Where
Chennai, India
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Your applicationOpen nowTechnical Support Lead - EndpointMitsogo Inc · Chennai, India

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The clock on this job

Early applications get read.

12.1% of postings close within 7 days. Measured by our own scanner across the market. Mitsogo Inc postings stay open a median of 18 days.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.1%7 days
  4. 19.1%14 days
  5. 35.6%30 days
  6. 52.7%60 days
This job: posted 228 days ago

Mitsogo Inc median: 18 days open

The posting

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.

Job Overview:

In this role, you will not just oversee ticket resolution; you will lead the evolution of our support culture by implementing the Technology Acceptance Model (TAM) to ensure long-term product adoption and client success. As a linchpin of our 24/7 global operations, you will manage critical handovers and ensure our response times remain industry leading.

Responsibilities:

· Manage and mentor a shift of Technical Support Engineers, fostering a high-performance environment focused on technical growth and empathy.

· Oversee the Shift Handover process to the incoming Lead, ensuring zero data loss and continuity of service for all high-priority issues.

· Guarantee that all incoming tickets are triaged and dispatched within defined response times to meet and exceed global SLAs.

· Conduct deep-dive analysis of incident patterns to identify root causes and provide strategic suggestions for incident management improvements.

· Partner with Engineering and Product teams to function as the "Voice of the Customer," ensuring technical feedback directly influences the product roadmap.

· Stay at the forefront of UEM trends and provide advanced training sessions for both high-value clients and internal technical stakeholders.

Requirements:

· 10+ years of total technical support experience, with at least 4–5 years in a formal leadership or supervisory role, preferably within a SaaS environment.

· Mandatory, deep-seated expertise in Unified Endpoint Management (UEM) and its ecosystem.

· Advanced Technical Exposure: Direct experience with IDP (Identity Provider) or XDR (Extended Detection and Response) platforms is highly preferred.

· Exceptional people skills with the ability to navigate high-pressure situations and communicate complex technical concepts to non-technical stakeholders.

· An initiative-taking problem-solver with a proven ability to manage complex workflows and team dynamics in a fast-paced, high-growth global setting.

· Bachelor’s degree in computer science, Information Technology, or a relevant technical field.

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