CPaaS Support & Product Manager

This is a remote position.

[REDACTED] 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 [REDACTED] 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 [REDACTED] 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 [REDACTED] 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 ([REDACTED], [REDACTED], [REDACTED])
• 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 ([REDACTED], [REDACTED], [REDACTED], 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 [REDACTED]