Customer Support Engineer

This is a fully remote position, open to applicants in India.

📋 Description

• Address and resolve customer inquiries through messaging, voice, and API platforms.

• Assist developers in ensuring their API integrations function correctly, covering SDKs, webhooks, authentication, error management, and testing.

• Diagnose message delivery challenges utilizing platform logs, delivery receipts, and carrier response codes.

• Handle escalations with carriers and platform vendors, ensuring follow-through to resolution.

• Keep customers updated on the status, findings, and next steps while issues remain unresolved.

• Leverage AI tools and automation for ticket triage, draft responses with human oversight, and analyze logs.

• Update and maintain support documentation, response templates, troubleshooting manuals, and known-issue records.

• Conduct product demonstrations and assist the sales team with technical inquiries.

• Recognize recurring customer issues and feature requests, relaying them to the product team.

• Determine whether issues arise from customer code, Signalmash infrastructure, or downstream carriers/vendors.

• Guide issues from initial reporting through to root cause analysis and resolution.

• Contribute to improvements in product, documentation, integration, and operational processes.

⛳️ Requirements

• Over 2 years of experience addressing technical customer issues in technical support, technical account management, implementation, solutions engineering, or related fields.

• Demonstrable examples of personally identifying and resolving technical customer issues.

• Proficiency in working with APIs, webhooks, logs, and developer documentation.

• Ability to interpret API requests and responses to pinpoint errors.

• Experience managing issues from investigation through root cause identification, resolution, and customer updates.

• Excellent written and verbal communication skills in English.

• Clear and professional communication with customers during ongoing investigations.

• Located in India with working hours that overlap into the US morning, approximately 6:30 PM to 11:30 PM IST as required.

• Preferred: experience in CPaaS, SMS, RCS, WhatsApp, contact center, VoIP/SIP, telecom-adjacent SaaS, or similar communications technologies.

• Preferred: experience with carrier or vendor escalations.

• Preferred: familiarity with 10DLC, sender registration, messaging compliance, or deliverability troubleshooting.

• Preferred: experience utilizing AI tools or automation within customer support workflows.

• Preferred: experience providing support to US-based customers.

• Preferred: basic knowledge of JavaScript or Python scripting.

• Preferred: experience conducting product demos or offering technical pre-sales support.

• Completion of the Signalmash application form is required; a LinkedIn application alone will not suffice.

🏝️ Benefits

• Competitive salary.

• Remote-first role based in India.

• Direct engagement with US customers and management.

• Hands-on experience with CPaaS, SMS, RCS, WhatsApp, voice, APIs, and carrier infrastructure.

• Opportunity to collaborate across customer support, engineering, product, and sales.

• Chance to utilize AI and automation to enhance support workflows.

• Broad responsibility within a growing technology company.

• Potential for increased responsibilities in product and technical operations.