CPaaS Support & Product Manager

Signalmash DBA Mash Technologies Corporation; Poland; On-site; PLN 210,792 - 295,109; Full time

Job summary

A leading technology firm is seeking a CPaaS Support & Product Manager in Poland to own the product experience and ensure maximum value from the CPaaS platform. Responsibilities include product ownership, customer education, documentation, and support operations, requiring 2-4 years of product management experience along with familiarity with APIs and strong communication skills. This hybrid role allows for significant impact, blending technical problem-solving and customer focus.

Qualifications

• 2-4 years of experience in product management, SaaS or CPaaS preferred.
• Strong understanding of APIs and developer-facing products.
• Experience with L1/L2 support workflows and ticketing systems.

Responsibilities

• Own product experience end-to-end for Signalmash products.
• Define and drive product roadmap with leadership.
• Build and maintain customer education resources.

Skills

Product management

API familiarity

Technical documentation

Customer support

Communication skills

AI chatbot management

Education

2–4 years of product management experience

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 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

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