Product Support Engineer

Job Title: Product Support EngineerWork Mode: RemoteShift Timing: 11:00 PM to 7:00 AM ISTJob Type: Full-TimeJob Summary:About the Role Hex Wireless is looking for a motivated Technical Support Executive to join our growing support team. You will be the first point of contact for our clients — resolving technical issues swiftly and professionally, contributing to our Network Operations Center (NOC), and working closely with cross-functional teams to deliver an outstanding customer experience.Key ResponsibilitiesCustomer & Technical Support- Receive and acknowledge client queries via calls, Microsoft Teams, or the ticketing system — ensuring every issue is logged with the correct priority and category.- Gather required details from the client and initiate troubleshooting through system reports, logs, screenshots, live tests, or issue regeneration — whichever is applicable.- Resolve configuration-related issues by educating and guiding clients through the necessary corrective steps clearly and professionally.- Escalate issues requiring deeper investigation to the developer or cloud engineer with a clear summary of findings, and convey the resolution back to the client once received.- Own tickets end-to-end — tracking progress, keeping clients informed on formal channels, and closing tickets with complete resolution notes and root cause documentation.- Perform root cause analysis on recurring issues along with RCA calls with the solution architects. Also update the knowledge base to prevent repeat incidents.- Identify and report confirmed product defects to the development team with proper logs and replication steps.NOC & Infrastructure- Monitor network infrastructure, servers, and connectivity in real time using NOC dashboards — ensuring maximum uptime and performance.- Respond to network alerts and outages; perform first-level triage using established runbooks to restore service within target SLAs.- Log all NOC incidents with accurate timestamps, severity levels, and resolution notes, and submit shift-based reports to team leads.- Coordinate with network and infrastructure teams during maintenance windows, change requests, and emergency recovery.Documentation & Collaboration- Maintain and update technical documentation, FAQs, and knowledge base articles to enable faster, more consistent support.- Collaborate with internal teams — OS, database, product, and NOC — to ensure smooth deployments and infrastructure changes.- Contribute to technical blog posts and knowledge-sharing sessions to strengthen the company's self-service resources.Requirements- 1-3 year of experience in technical support, IT helpdesk, or a NOC role.- Basic understanding of networking concepts — IP addressing, DNS, DHCP, routing, Linux OS, and switching.- Experience with ticketing or CRM platforms (e.g., Freshdesk, Zendesk, Jira Service Management).- Strong analytical and troubleshooting skills with a systematic, process-driven approach.- Excellent communication skills — able to explain technical issues clearly to non-technical stakeholders.- Comfortable with rotational shifts or on-call schedules as required by NOC operations.- Degree in Computer Science, IT, Electronics & Communication, or a related field is preferred.Benefits:Competitive salary and benefits package.Opportunities for professional development and career growth.Collaborative and inclusive work environment.Flexible work hours options.Health, dental, and vision insurance.Paid time off and company holidays.How to Apply:Submit your application here: https://app.voxai.biz/apply/hex-wireless-pvt-ltd/017f4fa4-87e9-4e07-a1c0-173cc9c53157/Check your email after submitting your application and proceed further as instructed in the email.Here’s What happens after you apply?1. Within 2 working days of your application - our HR team will contact you to schedule a quick chat with one of our founders or any department head.2. If there’s a fit, the 2nd and/or 3rd rounds will be scheduled within a week.3. The whole hiring process will be completed within 5-7 working days of your application.