Customer Support Engineer

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Signalmash

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2020

💼 Consulting

📦 Logistics

🏥 Healthcare

Consulting • Logistics • Healthcare

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

• Respond to and resolve customer tickets across messaging, voice, and API products • Help developers get their API integrations working, including SDKs, webhooks, authentication, error handling, and testing • Troubleshoot message delivery issues using platform logs, delivery receipts, and carrier response codes • Manage escalations with carriers and platform vendors and follow them through to closure • Keep customers informed on status, findings, and next steps while issues are open • Use AI tools and automation for ticket triage, drafted responses with human review, and log analysis • Maintain support documentation, response macros, troubleshooting guides, and known-issue references • Run product demos and support the sales team with technical questions • Identify recurring customer problems and feature requests and communicate them to the product team • Diagnose whether issues originate in customer code, Signalmash infrastructure, or downstream carriers/vendors • Drive issues from initial report through root cause and resolution • Contribute to product, documentation, integration, and operational-process improvements

🎯 Requirements

• 2+ years resolving technical customer problems in technical support, technical account management, implementation, solutions engineering, or similar roles • Specific examples of personally diagnosing and resolving technical customer problems • Comfort working with APIs, webhooks, logs, and developer documentation • Ability to read API requests and responses and identify what went wrong • Experience owning issues through investigation, root cause, resolution, and customer communication • Strong written and spoken English • Clear and professional customer communication during ongoing investigations • Based in India with working-hours overlap into the US morning, approximately 6:30 PM to 11:30 PM IST as needed • Preferred: experience in CPaaS, SMS, RCS, WhatsApp, contact center, VoIP/SIP, telecom-adjacent SaaS, or related communications technology • Preferred: carrier or vendor escalation experience • Preferred: familiarity with 10DLC, sender registration, messaging compliance, or deliverability troubleshooting • Preferred: experience using AI tools or automation in customer support workflows • Preferred: experience supporting US-based customers • Preferred: light JavaScript or Python scripting experience • Preferred: experience conducting product demos or providing technical pre-sales support • Must complete the Signalmash application form; LinkedIn application alone is insufficient

🏖️ Benefits

• Competitive salary • Remote-first position based in India • Direct interaction with US customers and management • Hands-on exposure to CPaaS, SMS, RCS, WhatsApp, voice, APIs, and carrier infrastructure • Opportunity to work across customer support, engineering, product, and sales • Opportunity to use AI and automation to improve support workflows • Broad ownership within a growing technology company • Potential for expanded responsibilities across product and technical operations