CPaaS Support & Product Manager

This is a remote position.
Signalmash is looking for a versatileCPaaS Support & Product Managerto own the product experience end-to-end. This hybrid role blends product management, customer support, documentation, and technical problem-solving to ensure customers get maximum value from the Signalmash CPaaS platform.
You’ll work across product strategy, API documentation, customer education, support operations, and AI chatbot optimization — making this a high-impact role for someone who is both technical and customer-focused.
Key Responsibilities
Product Ownership

Own all Signalmash products with focus on CPaaS UI & APIs

Define and drive product roadmap with leadership

Gather user feedback and analyze product performance

Prioritize features based on customer value & business impact

Documentation & Knowledge Management

Maintain feature, capability, and integration documentation

Own API documentation, developer guides, FAQs, and best practices

Ensure docs are accurate, clear, and updated with every release

Customer Education

Create explainer videos for product features & use cases

Build and maintain tutorials, FAQs, and onboarding flows

Develop a customer knowledge base for self-service

Support Operations

Provide L1 and L2 technical support

Triage and escalate L3 issues to engineering

Manage support queues and ensure timely SLAs

Track support performance, metrics, and satisfaction

AI Support Management

Train and maintain Signalmash AI support bots

Improve bot responses, accuracy, and coverage

Monitor bot analytics and user experience

Technical Contributions

Troubleshoot API and integration issues

Write scripts/tools to improve support efficiency

Reproduce issues and provide detailed reports to engineering

Requirements

Product Management
2–4 years of product management (SaaS or CPaaS preferred)

Experience with APIs and developer-facing products

Technical Skills
Basic coding/scripting (Python, JavaScript, or similar)

API familiarity and troubleshooting ability

Basic understanding of web technologies and communication protocols

Support & Operations
Experience with L1/L2 support workflows

Strong skill with ticketing systems (Zendesk, Intercom, Freshdesk)

Understanding of SLAs, escalation processes, and support metrics

Communication & Documentation
Excellent written communication

Experience writing technical documentation

Ability to simplify technical concepts

Basic video creation/screen recording skills

AI & Automation
Experience training or managing AI chatbots

Understanding of NLP concepts and bot training flows

Preferred Qualifications
Experience with CPaaS platforms (Twilio, Vonage, Bandwidth, etc.)

Messaging or telecom domain knowledge

SQL for support analytics

Experience in customer success or account management

Experience engaging with developer communities

Key Competencies
Customer-Centric Mindset

Technical Aptitude

Ownership Mentality

Adaptability

Analytical Problem-Solving

Clear Communication

Attention to Detail

What Success Looks Like
30 Days:Learn product, audit documentation, understand support workflows
90 Days:Improve support SLAs, release explainer videos, enhance AI bot
6 Months:Reduce L3 escalations by 30%, build robust knowledge base
1 Year:Establish world-class support operations; influence product roadmap
Benefits

Fully remote (India)

High ownership and visibility

Work across product, support, and AI innovation

Fast-growing CPaaS company

Competitive salary based on experience

Originally posted on Himalayas