Description review
CPaaS Support & Product Manager
Signalmash · United States · back to the listing
HR standards
54/100
needs work
Title ↔ description
67/100
needs work
Reads as
Product Manager
95% confident
What this role officially is
ICT product manager — ESCO, the EU occupation classification
ICT product managers analyse and define current and target status for ICT products, services or solutions. They estimate the cost effectiveness, points of risk, opportunities, strengths and weaknesses of products or services provided. ICT product managers create structured plans and establish time scales and milestones, ensuring optimisation of activities and resources.
Also known as: IT product manager, IT products manager, ICT product managers, ICT products manager, ICT products managers
How others title the same work
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- Product Lead, Connect Stripe
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Startups
- Technical Product Manager Careforce
- Product Manager Agave
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What the listing never says
- 51 bullet points. Long requirement lists deter qualified candidates, who read them as hard gates. Scope clarity
- No pay range published. Candidates cannot tell whether applying is worth their time. Pay transparency
The listing, marked up
Nothing in the wording of this listing tripped a check. The scores above still judge how complete and coherent it is.
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
Originally posted on Himalayas
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
Originally posted on Himalayas