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