CPaaS Support & Product Manager

This is a remote position.

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

• 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

Benefits