Product Support Manager

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.

About the Role We are seeking a highly motivated and experienced

Product Support Manager

to lead our global support team across L1, L2, and L3 tiers. The ideal candidate brings a deep technical background in MDM/UEM products, exceptional leadership skills, and a relentless passion for delivering world-class customer experiences.

Key Responsibilities Team Leadership:

Manage a distributed technical support team handling multi-tier (L1/L2/L3) support functions. Operational Excellence:

Define, monitor, and optimize

KPIs and SLAs

to ensure high-quality resolution of customer issues. Cross-Functional Collaboration:

Partner with Product, Engineering, and QA teams to resolve complex technical bugs and influence product roadmaps. Escalation Management:

Act as the primary point of contact for high-priority customer escalations, ensuring professional and urgent resolution. Process Development:

Implement standardized support workflows, internal documentation, and comprehensive training programs. Talent Growth:

Lead hiring, onboarding, and continuous mentoring of support engineers to foster a high-performance culture.

Required Skills & Experience Management:

Proven track record of managing multi-tiered support teams in a global environment. MDM/UEM Domain:

Deep expertise in MDM/UEM solutions Technical Proficiency:

Strong troubleshooting skills and a deep understanding of enterprise software ecosystems. Tools:

Hands-on experience with support platforms like

Zendesk, Freshdesk, Jira, or Salesforce . Communication:

Exceptional stakeholder management and communication abilities.

Preferred Qualifications Certifications:

Technical certifications in MDM/UEM platforms or Cloud infrastructure. Service Management:

ITIL certification

or similar service management frameworks. Industry Experience:

Previous experience in a fast-paced

SaaS or Enterprise Software

environment.