CPaaS Support – Product Manager

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🕒 November 27, 2025

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Signalmash

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2020

📡 Telecommunications

🔌 API

☁️ SaaS

Telecommunications • API • SaaS

Signalmash is a boutique communications platform (CPaaS) that provides businesses with carrier-grade messaging and voice services, developer-friendly APIs, and white‑glove support. Their offerings include Messaging APIs (10DLC, toll-free, short code), RCS and MMS/SMS, SIP/Voice trunking, CCaaS/hosted PBX, phone number provisioning and branded caller ID, plus compliance, KYC, billing and communications operations as managed services. Signalmash targets developers, ISVs, resellers and enterprises seeking reliable, compliant communications infrastructure and personalized onboarding and support.

📋 Description

• 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 • 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 • Create explainer videos for product features & use cases • Build and maintain tutorials, FAQs, and onboarding flows • Develop a customer knowledge base for self-service • 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 • Train and maintain Signalmash AI support bots • Improve bot responses, accuracy, and coverage • Monitor bot analytics and user experience • Troubleshoot API and integration issues • Write scripts/tools to improve support efficiency • Reproduce issues and provide detailed reports to engineering

🎯 Requirements

• 2–4 years of product management (SaaS or CPaaS preferred) • Experience with APIs and developer-facing products • Basic coding/scripting (Python, JavaScript, or similar) • API familiarity and troubleshooting ability • Basic understanding of web technologies and communication protocols • Experience with L1/L2 support workflows • Strong skill with ticketing systems (Zendesk, Intercom, Freshdesk) • Understanding of SLAs, escalation processes, and support metrics • Excellent written communication • Experience writing technical documentation • Ability to simplify technical concepts • Basic video creation/screen recording skills • Experience training or managing AI chatbots • Understanding of NLP concepts and bot training flows • 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

🏖️ Benefits

• Fully remote (India) • High ownership and visibility • Work across product, support, and AI innovation • Fast-growing CPaaS company • Competitive salary based on experience