CPaaS Support & Product Manager

Accountabilities:

• • Own the CPaaS product experience: Manage the product experience across UI and APIs, partnering with leadership to define and execute the roadmap based on customer feedback, product performance, and business priorities.
  • Drive product strategy: Gather user insights, analyze product performance, identify opportunities, and prioritize features according to customer value and commercial impact.
  • Manage technical documentation: Maintain accurate feature, capability, integration, and API documentation, including developer guides, FAQs, best practices, and release updates.
  • Develop customer education: Create tutorials, onboarding materials, FAQs, knowledge-base content, and product explainer videos that help customers understand and independently use the platform.
  • Operate technical support: Provide L1 and L2 technical support, manage support queues, monitor SLAs, troubleshoot customer issues, and escalate complex L3 cases to engineering.
  • Improve support performance: Track support metrics, customer satisfaction, response times, and recurring issues to identify opportunities for operational improvement.
  • Optimize AI support: Train and maintain AI-powered support bots, monitor bot analytics, improve response accuracy and coverage, and continuously enhance the customer support experience.
  • Solve technical issues: Troubleshoot API and integration problems, reproduce bugs, document findings, and provide engineering teams with clear technical reports.
  • Build support automation: Develop lightweight scripts and tools to improve support efficiency, reduce repetitive work, and streamline operational workflows.
  • Collaborate cross-functionally: Work closely with product, engineering, customer-facing teams, and leadership to connect customer feedback and support insights with product improvements.
  • Drive measurable improvements: Help reduce escalations, strengthen self-service capabilities, improve support SLAs, and establish scalable support operations as the platform grows.

  Requirements

  • Product management experience: 2–4 years of product management experience, ideally within SaaS, CPaaS, or another technology environment involving developer-facing products.
  • API expertise: Familiarity with APIs and experience troubleshooting API-related issues, integrations, and developer workflows.
  • Technical skills: Basic coding or scripting ability in Python, JavaScript, or a similar language, along with a working understanding of web technologies and communication protocols.
  • Support experience: Experience with L1/L2 technical support workflows, ticket management, escalation processes, SLAs, and support performance metrics.
  • Support platforms: Comfortable working with ticketing and customer-support tools such as Zendesk, Intercom, Freshdesk, or similar platforms.
  • Documentation: Excellent written communication skills and demonstrated ability to create clear technical documentation and simplify complex concepts for different audiences.
  • Customer education: Ability to create tutorials, onboarding resources, FAQs, and basic product explainer videos or screen recordings.
  • AI & automation: Experience training or managing AI chatbots, with a practical understanding of NLP concepts, chatbot training, and conversational workflows.
  • Analytical problem-solving: Strong ability to investigate technical and customer issues, identify root causes, and turn findings into practical solutions.
  • Customer focus: Strong customer-centric mindset with the ability to balance user needs, technical constraints, and business priorities.
  • Ownership: Comfortable taking responsibility for broad areas of work, working independently, and proactively identifying opportunities for improvement.
  • Preferred domain experience: Experience with CPaaS platforms such as Twilio, Vonage, Bandwidth, or similar solutions is highly desirable.
  • Additional advantages: Messaging or telecom experience, SQL knowledge for support analytics, customer success or account management experience, and familiarity with developer communities are all beneficial.

  Benefits

  • Fully remote position for candidates based in India.
  • High level of ownership, autonomy, and visibility across product and customer operations.
  • Opportunity to work across product management, technical support, customer education, and AI innovation.
  • Exposure to the rapidly evolving CPaaS, messaging, API, and communications technology landscape.
  • Opportunity to directly influence the product roadmap through customer insights and support data.
  • Hands-on experience optimizing AI-powered customer support and automation.
  • Opportunity to build scalable documentation, knowledge-management, and support processes.
  • Fast-paced environment with meaningful opportunities to contribute to operational and product improvements.
  • Competitive compensation based on experience.
  • Clear opportunities to demonstrate impact through measurable improvements in support SLAs, self-service, AI support quality, and product experience.