Customer Support Engineer, India, remote

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 support for our customers: responding to tickets, helping developers with their API integrations, troubleshooting message delivery across SMS, RCS, voice, and WhatsApp, and working with our 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, and part of the job is finding out which. AI tools and automation are part of the daily work. You will work directly with US customers and with the US management team.

Because we are a small company, the role is broader than support alone. It can include running product demos, helping the sales team with technical questions, some product ownership, and passing 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 first report to 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: 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 to closure.
• Keep customers informed on status and next steps while an issue is open.
• Use AI tools and automation in the support workflow: ticket triage, drafted responses with human review, and log analysis.
• Maintain support documentation, macros, and known-issue references.
• Run product demos and help the sales team with technical questions.
• Report recurring customer problems and feature requests to the product team.

Required Experience

• 2+ years resolving technical problems for customers in support, technical account management, implementation, or solutions engineering, with specific examples you can walk through. We will ask.
• Comfort with APIs, webhooks, logs, and developer documentation; able to read a request and a response and identify what went wrong.
• A record of owning issues through to root cause and resolution.
• Strong written and spoken English — you will work directly with US customers.
• Clear, professional communication with customers, including while an issue is still open.
• Based in India with working-hours overlap into the US morning (approximately 6:30–11:30 PM IST as needed).

Preferred Experience

• Messaging or communications industry exposure: CPaaS, SMS/RCS/WhatsApp, contact center, VoIP/SIP, or telecom-adjacent SaaS.
• Experience with carrier or vendor escalations, including 10DLC, sender registration, or deliverability issues.
• Use of AI tools or automation in a support workflow: triage, drafting, or knowledge bases you set up yourself and can demonstrate.
• Experience supporting US-based customers.
• Light scripting (JavaScript or Python) for reproducing issues or automating repeat work.
• Experience with product demos or pre-sales technical support.

Location

The position is based in India and will initially be remote.

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 — or, strongly encouraged for this role, 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.

Tips: Provide a summary of the role, what success in the position looks like, and how this role fits into the organization overall.