CPaaS Support & Product Manager

Signalmash DBA Mash Technologies Corporation; India; On-site; INR 1,000,000 - 1,500,000; Full time

Job summary

A leading tech company is looking for a versatile CPaaS Support & Product Manager to oversee the product experience end-to-end. This role combines product management, support operations, and technical troubleshooting to maximize customer value from the CPaaS platform. Candidates must possess a background in product management, API familiarity, and experience in customer support environments. The position allows for hybrid work in India, emphasizing high ownership and visibility across product development and support operations.

Qualifications

• Experience with SaaS or CPaaS product management.
• Ability to troubleshoot APIs and integrate solutions.
• Strong communication skills for customer education and documentation.

Responsibilities

• Own and enhance product experience across CPaaS UI & APIs.
• Maintain accurate product documentation and developer guides.
• Provide technical support and manage product-related queries.

Skills

Product management (2-4 years)

API familiarity

L1/L2 support workflows experience

Technical documentation writing

AI chatbot management

Tools

Zendesk

Intercom

Freshdesk

Job description

Signalmash is looking for a versatile CPaaS Support & Product Manager to 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
• 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 elevate 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

• 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

• 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
• Customer-Centric Mindset
• Technical Aptitude
• Ownership Mentality
• 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

Fully remote (India)

High ownership and visibility

Work across product, support, and AI innovation