Endpoint System Engineer

Job Description

Mitsogo, also known as Hexnode, is seeking a Technical Support Engineer to ensure client satisfaction through timely and effective technical assistance.

The Technical Support Engineer will be responsible for handling support calls, emails, and chat messages, diagnosing and troubleshooting technical issues, and providing step-by-step guidance to clients. Mitsogo requires someone with a Bachelor’s degree in a relevant technical field and proven experience in technical support.

Responsibilities:

• Handle incoming support calls, emails, and chat messages from clients experiencing technical issues.
• Diagnose and troubleshoot technical issues related to our product.
• 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.
• Collaborate with cross-functional teams to ensure timely and effective problem resolution.
• Document and track support issues to maintain a comprehensive knowledge base.
• Stay up to date with the latest features and updates of our unified endpoint management product.
• Provide product training to clients and internal teams as needed.
• Communicate effectively with clients, keeping them informed of the status of their support requests.
• Ensure a high level of customer satisfaction through professional and courteous communication.

Requirements:

• Bachelor’s degree in a relevant technical field or equivalent work experience.
• Proven experience in technical support or a similar customer-facing role.
• Excellent troubleshooting and problem-solving skills.
• Effective communication and interpersonal skills.
• Ability to work independently and collaboratively in a fast-paced environment.
• Prior experience in a SaaS environment and a strong understanding of UEM and related technologies is a plus.