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.