Customer Support Engineer, India, remote

Job Description This is a remote position. IMPORTANT: PLEASE READ BEFORE APPLYING A LinkedIn application alone is not a complete application. To be considered, you must follow the How to Apply instructions at the end of this job description and complete the Signalmash application form. Applications that do not include the completed form will not be reviewed. Automated or bulk applications that do not follow these instructions will be disregarded. ABOUT SIGNALMASH Signalmash operates a cloud communications platform that enables businesses to manage and deliver RCS, SMS, and MMS messaging through carrier and technology-provider integrations. The platform includes customer onboarding, messaging APIs, routing, compliance, vendor integrations, usage tracking, and billing. We are adding an India-based Customer Support Engineer to provide front-line technical support to our customers. THE ROLE 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. KEY RESPONSIBILITIES • Respond to and resolve customer tickets across messaging, voice, and API products. • Help developers get their API integrations working, including SDKs, webhooks, authentication, error handling, and testing. • Troubleshoot message delivery issues using platform logs, delivery receipts, and carrier response codes. • Manage escalations with carriers and platform vendors when an issue is outside our control, and follow them through to closure. • Keep customers informed on status, findings, and next steps while an issue is open. • Use AI tools and automation in the support workflow, including ticket triage, drafted responses with human review, and log analysis. • Maintain support documentation, response macros, troubleshooting guides, and known-issue references. • Run product demos and support the sales team with technical questions. • Identify recurring customer problems and feature requests and communicate them to the product team. SUCCESS IN THIS ROLE Success means customers receive clear, technically accurate answers and issues are driven to root cause rather than simply closed. You will be successful when you can: • Resolve technical customer issues efficiently and accurately. • Diagnose whether an issue originates in customer code, Signalmash infrastructure, or a downstream carrier/vendor. • Help developers successfully integrate and troubleshoot APIs, webhooks, and messaging products. • Keep customers informed throughout an incident or support case. • Reduce repeat support issues through documentation, automation, and better troubleshooting processes. • Build strong working relationships with customers, carriers, vendors, sales, and product teams. • Identify patterns in customer problems and turn those insights into product or process improvements. HOW THIS ROLE FITS INTO SIGNALMASH Customer Support Engineering sits at the intersection of customers, engineering, product, sales, and our carrier/vendor network. You will be one of the people closest to real customer problems. Your work will not only resolve individual support cases, but also help improve our products, documentation, integrations, and operational processes. This is an opportunity to have broad ownership in a small and growing CPaaS company while working directly with US customers and management. HOW TO APPLY Please complete the Signalmash application form: https://docs.google.com/forms/d/e/1FAIpQLSf7P2aJgk-NT1yIA8ThoYN9zpy9D3FSohzKIlj0gRAt271-Eg/viewform You can upload your resume directly through the form. You may also upload an optional two-to-three-minute video or audio introduction. For this role, we strongly encourage a short screen recording walking through how you would troubleshoot a customer reporting that their SMS or WhatsApp messages are not being delivered. Applications that include a walkthrough will receive priority review. Recording quality, accent, appearance, and background are not evaluated. We care about clarity, authenticity, thoughtfulness, and whether you actually did the work your resume says you did. Applications without a completed Signalmash application form will not be reviewed. Requirements REQUIRED EXPERIENCE • 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. PREFERRED EXPERIENCE • 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. LOCATION The position is based in India and will initially be remote. 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.