CPaaS Support & Product Manager

📋 Description

• Own CPaaS product experience across UI and APIs; guide roadmap with leadership based on feedback
• Drive product strategy by analyzing performance, prioritizing features with customer value and
• Manage technical documentation, including APIs, developer guides, FAQs, and release updates.
• Develop customer education materials: tutorials, onboarding content, FAQs, knowledge base, videos.
• Operate technical support (L1/L2), manage queues, SLAs, troubleshoot, escalate complex issues to
• Improve support performance via metrics, CSAT, response times, and recurring issues; optimize

🎯 Requirements

• Product management experience: 2–4 years in SaaS/CPaaS or developer-facing products.
• API expertise: familiarity with APIs, troubleshooting integrations, developer workflows.
• Technical skills: basic coding/scripting in Python or JavaScript; web tech and protocols.
• Support experience: L1/L2 workflows, ticket management, escalations, SLAs, and metrics.
• Experience with support platforms (Zendesk, Intercom, Freshdesk or similar).
• Strong documentation skills; ability to create clear technical content for diverse audiences.

🎁 Benefits

• Fully remote position for candidates based in India.
• Ownership, autonomy, visibility across product and customer operations.
• Opportunity to work across product management, technical support, education, and AI innovation.
• Exposure to CPaaS, messaging, API, and communications technology landscape; influence product
• Hands-on with AI-powered customer support and automation; build scalable documentation and support
• Fast-paced environment with meaningful opportunities to contribute to improvements and SLAs.