[Hiring] Customer Support Engineer @Signalmash

Role Description

The Customer Support Engineer will handle technical support for our customers, helping developers with API integrations, troubleshooting message delivery across SMS, RCS, voice, and WhatsApp, and working with carriers and vendors when an issue requires escalation.

This is a technical support role. Finding the cause of a problem usually means reading logs, delivery receipts, and carrier responses, and understanding how the customer built their integration. The fault may be in the customer's code, in our platform, or with a downstream provider. Part of the job is determining where the problem actually exists and driving it to resolution.

AI tools and automation are part of the daily workflow. You will work directly with US customers and the US management team.

Because we are a small company, the role is broader than support alone. You may also run product demos, help the sales team with technical questions, contribute to product ownership, and pass customer feedback to the product team.

This is a hands-on position. The successful candidate must be comfortable working directly with customers, reading API documentation and logs, and owning an issue from the first report through root cause and resolution.

Titles for this work vary from company to company. If your current title is manager, team lead, or customer success and your daily work is hands-on technical support, you should apply.

Qualifications

• 2+ years resolving technical problems for customers in technical support, technical account management, implementation, solutions engineering, or a similar role.
• Specific examples of technical customer problems you have personally diagnosed and resolved.
• Comfort working with APIs, webhooks, logs, and developer documentation.
• Ability to read API requests and responses and identify what went wrong.
• Experience owning issues through investigation, root cause, resolution, and customer communication.
• Strong written and spoken English. You will work directly with US customers.
• Clear and professional customer communication, including when an issue is still being investigated.
• Based in India with working-hours overlap into the US morning, approximately 6:30 PM to 11:30 PM IST as needed.

Requirements

• Experience in messaging or communications technology such as CPaaS, SMS, RCS, WhatsApp, contact center, VoIP/SIP, or telecom-adjacent SaaS.
• Experience with carrier or vendor escalations.
• Familiarity with 10DLC, sender registration, messaging compliance, or deliverability troubleshooting.
• Experience using AI tools or automation in a customer support workflow, including triage, response drafting, log analysis, or knowledge-base automation.
• Experience supporting US-based customers.
• Light scripting experience with JavaScript or Python for reproducing issues or automating repetitive work.
• Experience conducting product demos or providing technical support during pre-sales.

Benefits

• Competitive salary.
• Remote-first position based in India.
• Direct interaction with US customers and management.
• Hands-on exposure to CPaaS, SMS, RCS, WhatsApp, voice, APIs, and carrier infrastructure.
• Opportunity to work across customer support, engineering, product, and sales.
• Opportunity to use AI and automation to improve support workflows.
• Broad ownership within a growing technology company.
• Potential for expanded responsibilities across product and technical operations.