About the role
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