Customer Support Engineer, India, remote

This is a remote position.

IMPORTANT: PLEASE READ BEFORE APPLYING A LinkedIn application alone is not a complete application. To be considered, you must follow the How to Apply instructions at the end of this job description and complete the Signalmash application form. Applications that do not include the completed form will not be reviewed. Automated or bulk applications that do not follow these instructions will be disregarded.
ABOUT SIGNALMASH
Signalmash operates a cloud communications platform that enables businesses to manage and deliver RCS, SMS, and MMS messaging through carrier and technology-provider integrations. The platform includes customer onboarding, messaging APIs, routing, compliance, vendor integrations, usage tracking, and billing. We are adding an India-based Customer Support Engineer to provide front-line technical support to our customers.
THE ROLE The Customer Support Engineer will handle technical support for our customers, helping developers with API integrations, troubleshooting message delivery across SMS, RCS, voice, and WhatsApp, and working with carriers and vendors when an issue requires escalation. This is a technical support role. Finding the cause of a problem usually means reading logs, delivery receipts, and carrier responses, and understanding how the customer built their integration. The fault may be in the customer's code, in our platform, or with a downstream provider. Part of the job is determining where the problem actually exists and driving it to resolution. AI tools and automation are part of the daily workflow. You will work directly with US customers and the US management team. Because we are a small company, the role is broader than support alone. You may also run product demos, help the sales team with technical questions, contribute to product ownership, and pass customer feedback to the product team. This is a hands-on position. The successful candidate must be comfortable working directly with customers, reading API documentation and logs, and owning an issue from the first report through root cause and resolution. Titles for this work vary from company to company. If your current title is manager, team lead, or customer success and your daily work is hands-on technical support, you should apply.
KEY RESPONSIBILITIES
- Respond to and resolve customer tickets across messaging, voice, and API products.

- Help developers get their API integrations working, including SDKs, webhooks, authentication, error handling, and testing.

- Troubleshoot message delivery issues using platform logs, delivery receipts, and carrier response codes.

- Manage escalations with carriers and platform vendors when an issue is outside our control, and follow them through to closure.

- Keep customers informed on status, findings, and next steps while an issue is open.

- Use AI tools and automation in the support workflow, including ticket triage, drafted responses with human review, and log analysis.

- Maintain support documentation, response macros, troubleshooting guides, and known-issue references.

- Run product demos and support the sales team with technical questions.

- Identify recurring customer problems and feature requests and communicate them to the product team.

SUCCESS IN THIS ROLE Success means customers receive clear, technically accurate answers and issues are driven to root cause rather than simply closed. You will be successful when you can:
- Resolve technical customer issues efficiently and accurately.

- Diagnose whether an issue originates in customer code, Signalmash infrastructure, or a downstream carrier/vendor.

- Help developers successfully integrate and troubleshoot APIs, webhooks, and messaging products.

- Keep customers informed throughout an incident or support case.

- Reduce repeat support issues through documentation, automation, and better troubleshooting processes.

- Build strong working relationships with customers, carriers, vendors, sales, a