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Software, IoT, Network Management

CPaaS Support & Product Manager

United StatesHybridFull TimePosted 1 month agoHidden Gem · Himalayas

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Required skills

  • CPaaS
  • Product Management
  • SaaS
  • APIs
  • developer-facing products
  • Python
  • JavaScript
  • scripting
  • API troubleshooting
  • L1/L2 support

Nice to have

  • Twilio
  • Vonage
  • Bandwidth
  • Messaging
  • telecom
  • SQL

Role summary

Signalmash is seeking a remote CPaaS Support & Product Manager to oversee the end-to-end product experience. This hybrid role combines product management, customer support, documentation, and technical troubleshooting for their CPaaS platform. Responsibilities include defining product strategy, managing APIs and documentation, creating customer education materials, providing L1/L2 support, optimizing AI chatbots, and troubleshooting technical issues. The ideal candidate has 2-4 years of product management experience (SaaS or CPaaS preferred), familiarity with APIs and scripting languages like Python or JavaScript, and experience with support workflows and ticketing systems. Preferred qualifications include experience with CPaaS platforms, messaging/telecom domain knowledge, and SQL.

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

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    Originally posted on Himalayas

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