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 ResponsibilitiesProduct OwnershipOwn all Signalmash products with focus on CPaaS UI & APIsDefine and drive product roadmap with leadershipGather user feedback and analyze product performancePrioritize features based on customer value & business impactDocumentation & Knowledge ManagementMaintain feature, capability, and integration documentationOwn API documentation, developer guides, FAQs, and best practicesEnsure docs are accurate, clear, and updated with every releaseCustomer EducationCreate explainer videos for product features & use casesBuild and maintain tutorials, FAQs, and onboarding flowsDevelop a customer knowledge base for self-serviceSupport OperationsProvide L1 and L2 technical supportTriage and escalate L3 issues to engineeringManage support queues and ensure timely SLAsTrack support performance, metrics, and satisfactionAI Support ManagementTrain and maintain Signalmash AI support botsImprove bot responses, accuracy, and coverageMonitor bot analytics and user experienceTechnical ContributionsTroubleshoot API and integration issuesWrite scripts/tools to improve support efficiencyReproduce issues and provide detailed reports to engineeringRequirementsProduct Management2–4 years of product management (SaaS or CPaaS preferred)Experience with APIs and developer-facing productsTechnical SkillsBasic coding/scripting (Python, JavaScript, or similar)API familiarity and troubleshooting abilityBasic understanding of web technologies and communication protocolsSupport & OperationsExperience with L1/L2 support workflowsStrong skill with ticketing systems (Zendesk, Intercom, Freshdesk)Understanding of SLAs, escalation processes, and support metricsCommunication & DocumentationExcellent written communicationExperience writing technical documentationAbility to simplify technical conceptsBasic video creation/screen recording skillsAI & AutomationExperience training or managing AI chatbotsUnderstanding of NLP concepts and bot training flowsPreferred QualificationsExperience with CPaaS platforms (Twilio, Vonage, Bandwidth, etc.)Messaging or telecom domain knowledgeSQL for support analyticsExperience in customer success or account managementExperience engaging with developer communitiesKey CompetenciesCustomer-Centric MindsetTechnical AptitudeOwnership MentalityAdaptabilityAnalytical Problem-SolvingClear CommunicationAttention to DetailWhat Success Looks Like30 Days:Learn product, audit documentation, understand support workflows90 Days:Improve support SLAs, release explainer videos, enhance AI bot6 Months:Reduce L3 escalations by 30%, build robust knowledge base1 Year:Establish world-class support operations; influence product roadmapBenefitsFully remote (India)High ownership and visibilityWork across product, support, and AI innovationFast-growing CPaaS companyCompetitive salary based on experienceOriginally posted on Himalayas