CPaaS Support & Product Manager (India)

Signalmash

Position Overview

We're seeking a versatile Support & Product Manager to own the Signalmash product experience from end to end. This hybrid role combines product management, technical documentation, customer support, and hands-on problem-solving to ensure our CPaaS platform delivers exceptional value to customers.

Key Responsibilities

Product Ownership

• Own all Signalmash products and services with primary focus on CPaaS UI and API
• Drive product strategy and roadmap in collaboration with engineering and leadership
• Monitor product performance, user feedback, and market trends to inform product decisions
• Prioritize features and improvements based on customer needs and business impact

Documentation & Knowledge Management

• Create and maintain comprehensive documentation for all features and capabilities
• Update documentation promptly when new features are released or deprecated
• Develop and maintain API documentation, integration guides, and best practices
• Ensure documentation is clear, accurate, and accessible to technical and non-technical users

Customer Education

• Create explainer videos demonstrating product features and use cases
• Develop and maintain FAQ resources addressing common questions and scenarios
• Design tutorials and quick-start guides for new users
• Build a knowledge base that empowers customers to self-serve

Support Operations

• Provide and manage Level 1 (L1) and Level 2 (L2) technical support
• Triage and escalate Level 3 (L3) issues to engineering teams with proper context
• Manage support ticket queue, ensuring timely responses and resolution
• Track support metrics and identify opportunities for process improvement
• Serve as the bridge between customers and the product/engineering teams

AI Support Management

• Train and maintain Signalmash AI support bots
• Continuously improve bot responses based on customer interactions
• Expand bot capabilities to handle more complex support scenarios
• Monitor bot performance and user satisfaction

Technical Contributions

• Use coding/scripting skills to troubleshoot customer issues
• Create scripts and tools to improve support efficiency
• Understand API functionality to assist with integration questions
• Reproduce and document technical issues for engineering escalation

Required Qualifications

Product Management Experience

• 2-4 years in product management, preferably in SaaS or communications platforms
• Experience with API products and developer-facing tools
• Strong understanding of product lifecycle management

Technical Skills

• Coding or scripting experience (Python, JavaScript, or similar)
• Comfortable working with APIs and understanding technical documentation
• Ability to troubleshoot technical issues and replicate bugs
• Basic understanding of web technologies and communication protocols

Support & Operations

• Experience managing support queues and ticket systems (Zendesk, Intercom, etc.)
• Proven track record of delivering excellent customer support
• Understanding of support tier escalation processes
• Experience with support metrics and SLA management

Communication & Documentation

• Exceptional written communication skills
• Experience creating technical documentation and user guides
• Ability to explain complex technical concepts to non-technical audiences
• Video creation and editing skills (screen recording, basic editing)

AI/Automation

• Experience training or managing AI chatbots or support automation
• Understanding of natural language processing and bot training methodologies
• Familiarity with AI support platforms

Preferred Qualifications

• Experience with CPaaS platforms (Twilio, Vonage, Bandwidth, etc.)
• Background in telecommunications or messaging services
• SQL knowledge for data analysis
• Experience with customer success or account management
• Familiarity with developer communities and technical evangelism

Key Competencies

• Customer-Centric Mindset

  : Deep empathy for user needs and pain points

• Technical Aptitude

  : Comfortable in technical environments and quick to learn

• Ownership Mentality

  : Takes initiative and drives projects to completion

• Adaptability

  : Thrives in fast-paced environments with changing priorities

• Problem-Solving

  : Analytical approach to identifying and resolving issues

• Communication

  : Clear communicator across technical and business audiences

• Detail-Oriented

  : Maintains high standards for accuracy and completeness

What Success Looks Like

• First 30 Days

  : Master Signalmash products, establish support processes, audit existing documentation

• First 90 Days

  : Improve support response times, launch first set of explainer videos, enhance AI bot capabilities

• First 6 Months

  : Reduce L3 escalations by 30%, build comprehensive knowledge base, contribute to product roadmap

• First Year

  : Establish Signalmash as leader in customer support, drive product improvements based on customer insights, create scalable support infrastructure

Why Join Signalmash?

• Own meaningful impact on product direction and customer experience
• Work at the intersection of product, support, and technology
• Opportunity to shape the role and build processes from the ground up
• Direct influence on company success through customer satisfaction and product excellence

Location

Reports To

Salary Range

To Apply

• Resume
• 2 minute loom video: "Why this job is a good fit?"
• Please answer all LinkedIN questions.