CPaaS 支持与产品经理
CPaaS Support & Product Manager
这是一个远程职位。
Signalmash 正在寻找一位多面手 CPaaS 支持与产品经理，负责产品体验的全流程。这个混合岗位结合了产品管理、客户支持、文档编写和技术问题解决，以确保客户从 Signalmash CPaaS 平台中获得最大价值。
你将参与产品策略、API 文档、客户教育、支持运营和 AI 聊天机器人优化——这是一份对技术背景强且以客户为中心的人士来说影响深远的职位。
关键职责
产品管理
- 负责所有 Signalmash 产品，重点在 CPaaS UI 和 APIs
- 与领导层合作定义并推动产品路线图
- 收集用户反馈并分析产品表现
- 根据客户价值和业务影响优先排序功能
文档与知识管理
- 维护功能、能力及集成文档
- 负责 API 文档、开发者指南、常见问题和最佳实践
- 确保文档准确、清晰，并随每次发布更新
客户教育
- 制作产品功能和使用场景的解释视频
- 构建和维护教程、FAQ 和入职流程
- 开发客户知识库以实现自助服务
支持运营
- 提供 L1 和 L2 技术支持
- 分诊并升级 L3 问题给工程团队
- 管理支持队列并确保及时完成 SLA
- 跟踪支持性能、指标和满意度
AI 支持管理
- 训练和维护 Signalmash AI 支持机器人
- 提高机器人响应、准确性和覆盖范围
- 监控机器人分析和用户体验
技术贡献
- 排查 API 和集成问题
- 编写脚本/工具以提高支持效率
- 复现问题并向工程团队提供详细报告
要求
产品管理
· 2-4 年产品管理经验（SaaS 或 CPaaS 优先）
- 具有 API 和面向开发者的经验
技术技能
· 基础编码/脚本能力（Python、JavaScript 或类似）
- 熟悉 API 和故障排查能力
- 对 Web 技术和通信协议有基本理解
支持与运营
· 具有 L1/L2 支持工作流程经验
- 熟练使用工单系统（Zendesk、Intercom、Freshdesk）
- 理解 SLA、升级流程和支持指标
沟通与文档
· 出色的书面沟通能力
- 有编写技术文档的经验
- 能够简化技术概念
查看英文原文
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