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