Endpoint Support Engineer - L5

JOB DESCRIPTION Product Support Engineer Location: Bengaluru / Chennai | Department: Product Support | Experience: 3–5 Years | Shift: 24x7 Rotational ROLE OVERVIEW We are seeking a proactive and technically skilled Product Support Engineer to serve as the primary point of contact for our global enterprise B2B customers using the Hexnode Unified Endpoint Management (UEM) platform. In this role, you will diagnose, troubleshoot, and resolve L1 endpoint management issues across multi-OS environments, ensure SLA adherence, and deliver exceptional support experiences. * Note: Comprehensive, hands-on product training on the Hexnode UEM suite will be provided after onboarding. KEY RESPONSIBILITIES Tier-1 Technical Support: Provide fast, effective technical support via Chat, Email, and Call to global B2B administrators, IT Specialists and MSP technicians. Incident Management & SLAs: Take ownership of reported issues from initial log to final resolution, ensuring strict adherence to response and resolution SLAs and maintaining high CSAT scores. Endpoint & Enrollment Troubleshooting: Triage and resolve device enrollment failures, policy deployment conflicts, compliance checks, and app distribution issues across Android, iOS/iPadOS, macOS, and Windows devices. Environment Replication: Utilize physical test devices and virtual machines to reproduce customer setups, isolate platform bugs, and verify resolution steps before providing guidance. Identity & Enterprise Integration: Assist customers with enterprise platform integrations, including directory services (Active Directory, Microsoft Entra ID) and platform enrollment services (Apple Business Manager, APNs, Android Enterprise). Escalation & Collaboration: Perform systematic root-cause analysis an

About the role As a Technical Support Engineer at a pioneering AI company, you'll be the first line of defense to support customers as they build out training, fine tuning, and inference solutions with Together AI. You'll dive deep into complex technical challenges, providing swift and effective solutions while serving as a product expert. As a part of the Customer Experience organization, you will collaborate closely with product and sales, driving continuous improvement of our offerings. This is an exciting opportunity for a deeply technical professional passionate about AI and customer success to make a significant impact in a fast-paced, innovative environment. Responsibilities Triage and respond to inbound support tickets across self-serve and enterprise customers using a support/CRM platform; identify patterns in ticket clusters (e.g., a wave of the same error code), surface them to engineering with context and affected case lists, and follow through to resolution. Draft clear, accurate status updates and maintenance notifications for customers during planned maintenance windows or incidents; communicate expected impact without exposing internal platform details. Collaborate seamlessly across Engineering, Research, and Product teams to address customer concerns; collaborate with senior leaders both internally and externally to ensure the highest levels of customer satisfaction. Answer customer questions about the platform's API, model/fine-tuning workflows, model availability, and deployment/endpoint configuration; reproduce reported errors to confirm expected vs. broken behavior and provide actionable next steps. Provision and configure SSO connections for enterprise customers (Google Workspace, Okta, Azure AD, etc.); guide customers through IdP-side setup steps; diagnose login failures by cross-referencing the platform's identity provider configuration against the customer's; escalate confirmed platform-side gaps. Triage customer billing questions using bill

About Druva Druva is the resilience foundation for the AI enterprise, helping organizations secure and recover from connected risk across data, cyber, identity, and AI. The Resilience Cloud is a fully managed, cloud-native SaaS platform that delivers air-gapped and immutable protection across cloud, SaaS, on-premises, endpoint, and edge environments. Powered by Dru MetaGraph, Druva’s graph-powered intelligence layer, the platform connects critical business context so customers can understand risk, respond faster, recover cleanly, and govern data with greater confidence. Trusted by nearly 7,500 customers, including 75 of the Fortune 500, Druva helps safeguard the critical information and systems businesses depend on in an increasingly connected world. Visit druva.com and follow us on LinkedIn , X and Facebook . About the Role As a Cloud Operations Engineer at Druva, the industry leader in Cloud Data Protection and Management, you will play a key role in supporting, maintaining, and scaling cloud infrastructure within a fast-paced, complex, and FedRAMP-certified environment. Working under general guidance, your focus will be on developing professional expertise in cloud operations, addressing tasks of moderate scope, proactive monitoring, and assisting cross-functional teams to deliver reliable, highly available solutions for our growing customer community. Responsibilities: Participate in weekly team meetings, working closely with devops, support, and quality assurance Monitor and manage all cloud infrastructure, including Friday evening deployments of production updates and OS patches Support various AWS and Azure services being utilized and gain foundational expertise across primary infrastructure components Incident Response and Troubleshooting: Prioritize and address tickets related to server, network, and storage issues Provide escalated support for problems and incidents Ensure incident resolution is within the defi

About Decagon Decagon is the leading conversational AI platform empowering every brand to deliver concierge customer experiences. Our technology enables industry-defining enterprises like Avis Budget Group, Block’s Cash App and Square, Chime, Oura Health, and Hunter Douglas to deploy AI agents that power personalized, deeply satisfying interactions across voice, chat, email, SMS, and every other channel. We’re building a future where customer experiences are being redefined from support tickets and hold music to faster resolutions, richer conversations, and deeper relationships. We’re proud to be backed by world-class investors who share that vision, including a16z, Accel, Bain Capital Ventures, Coatue, and Index Ventures, along with many others. We’re an in-office company, driven by a shared commitment to excellence and velocity. Our values — Just Get It Done, Invent What Customers Want, Winner’s Mindset, and The Polymath Principle — shape how we work and grow as a team. About the Role As part of a lean and highly collaborative IT team, you'll play a critical role in supporting a fast-scaling global workforce while helping drive automation, security, and operational excellence across the business. We're looking for an IT Engineer to be the hands-on IT presence for our San Francisco office. You'll co-own identity and access management, endpoint administration, and SaaS operations for the company, working the support queue and solving problems at the root so they don't keep coming back — helping build the foundations required to support the next phase of growth. This role would suit someone who enjoys solving problems, improving processes, and leveraging technology to create scalable solutions. In this role, you will Serve as the on-site IT support engineer for our San Francisco office — resolving hardware, account, and access issues for employees in person and through the ticket queue Administer and evolve our core SaaS stack — Okta, Google Workspace, Slack, Notion,

JOB TITLE Mobility Engineer, End User Technology A CAreer with point72’s Technology TEAM As Point72 continues to reimagine the future of investing, our Technology group is constantly improving our company’s IT infrastructure, positioning us at the forefront of a rapidly evolving technology landscape. We’re a team of experts experimenting and discovering new ways to provide exceptional end user experience while embracing enterprise agile methodology. We encourage professional development to ensure you bring innovative ideas to our team while satisfying your own intellectual curiosity. Our Technology Infrastructure team engineers and operates the foundational technology platforms that power all of the firm’s applications and businesses. Our disciplines span a broad array of technologies from datacenter infrastructure to large scale cloud services, with the shared goal of providing the most reliable, performant, modern technology platforms to improve time-to-market for our business. We also deliver end-user technology solutions to support the evolving collaboration and productivity needs of our global teams. Our team focuses on innovation and challenging the current state of our infrastructure technology in a fast-paced, dynamic, and collaborative working environment. What you’ll do We are seeking a Mobility Engineer with deep expertise in Microsoft Intune to own and evolve Point72’s modern endpoint and mobility platform. This role is heavily focused on mobility and modern device management, while also supporting Windows, macOS, mobile devices, and Windows 365 Cloud PCs.The ideal candidate will be responsible for the end-to-end lifecycle management of corporate and BYOD endpoints, ensuring a secure, seamless, and high-performing end-user experience across the firm. Lead the end‑to‑end management of mobile and endpoint devices using Microsoft Intune and other enterprise MDM tools. Design, deploy, and support Intune for iOS, Android, Windows, macOS, and Win

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. The role We are seeking a high-caliber Product Implementation Engineer with a deep understanding of the Cybersecurity landscape. In this role, you will be the technical architect behind our customers' success, ensuring that global organizations can seamlessly deploy and optimize Hexnode’s security solutions. You will act as a strategic consultant, bridging the gap between complex security requirements and technical execution. Note: This role operates in a global environment and requires the flexibility to work in shifts to support our international clientele. Responsibilities Strategic Solution Design: Partner with sales and technical teams to analyze customer requirements, translating complex business needs into scalable and secure architectures. Consultative Implementation: Lead the end-to-end deployment of UEM, MDM, RMM, and Patch Management solutions, customized to align with client-specific security policies. Technical Advisory: Act as a trusted technical advisor to IT Directors and stakeholders, providing authoritative guidance throughout the onboarding and implementation lifecycle. Cross-Functional Collaboration: Serve as a feedback loop between customers and our Product/Engineering teams to advocate for feature requests and influence the product roadmap. Complex Troubleshooting: Proactively diagnose and resolve intricate technical challenges encountered during the deployment phase, ensuring a frictionless experience for the client. Deployment Excellence: Guarantee precise configuration and flawless execution of Hexn