CPaaS Support & Product Manager
This is a remote position.
Signalmash is looking for a versatile CPaaS Support & Product Manager to 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
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Own all Signalmash products with focus on CPaaS UI & APIs
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Define and drive product roadmap with leadership
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Gather user feedback and analyze product performance
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Prioritize features based on customer value & business impact
Documentation & Knowledge Management
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Maintain feature, capability, and integration documentation
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Own API documentation, developer guides, FAQs, and best practices
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Ensure docs are accurate, clear, and updated with every release
Customer Education
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Create explainer videos for product features & use cases
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Build and maintain tutorials, FAQs, and onboarding flows
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Develop a customer knowledge base for self-service
Support Operations
- Provide L1 and L2 technical support
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Triage and escalate L3 issues to engineering
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Manage support queues and ensure timely SLAs
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Track support performance, metrics, and satisfaction
AI Support Management
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Train and maintain Signalmash AI support bots
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Improve bot responses, accuracy, and coverage
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Monitor bot analytics and user experience
Technical Contributions
- Troubleshoot API and integration issues
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Write scripts/tools to improve support efficiency
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Reproduce issues and provide detailed reports to engineering
Requirements
Product Management
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2–4 years of product management (SaaS or CPaaS preferred)
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Experience with APIs and developer-facing products
Technical Skills
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Basic coding/scripting (Python, JavaScript, or similar)
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API familiarity and troubleshooting ability
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Basic understanding of web technologies and communication protocols
Support & Operations
- Experience with L1/L2 support workflows
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Strong skill with ticketing systems (Zendesk, Intercom, Freshdesk)
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Understanding of SLAs, escalation processes, and support metrics
Communication & Documentation
- Excellent written communication
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Experience writing technical documentation
- Ability to simplify technical concepts
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Basic video creation/screen recording skills
AI & Automation
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Experience training or managing AI chatbots
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Understanding of NLP concepts and bot training flows
Preferred Qualifications
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Experience with CPaaS platforms (Twilio, Vonage, Bandwidth, etc.)
- Messaging or telecom domain knowledge
- SQL for support analytics
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Experience in customer success or account management
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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
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Work across product, support, and AI innovation
- Fast-growing CPaaS company
- Competitive salary based on experience
Originally posted on Himalayas