CPaaS Support Professional

Job highlights

• This hybrid role blends product management,customer support,documentation,and technical problem solving to ensure customers get maximum value from the Signalmash CPaaS platform
• Product Management: 2-4 years of product management (SaaS or CPaaS preferred) .
• Preferred Qualifications: Experience with CPaaS platforms (Twilio,Vonage,Bandwidth,etc.)

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 will 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