Company: Hex Wireless Private Limited Position : Asst VP – Product Support & Delivery.

Location: Vadodara, Gujarat

Employment Type: Full-Time

Experience: 5–7 Years

Salary: ₹11–13 LPA, based on experience and qualifications Role Summary

Hex Wireless is looking for a results-driven Assistant Vice President – Product Support & Delivery to lead the overall product support, customer deployment, and technical delivery operations for our White-Label A2P SMSC/CPaaS platform across cloud and on-premise environments. The ideal candidate will be responsible for ensuring high-quality customer support, successful deployments, timely resolution of production issues, and continuous improvement of support and delivery processes.

Key Responsibilities

Own end-to-end L1/L2/L3 product support and customer escalations.

Lead customer deployment, configuration, upgrades, and go-live activities.

Coordinate with Engineering, DevOps, and Customer Success teams to resolve complex technical issues.

Drive SLA compliance, incident management, RCA, and production issue resolution.

Establish and continuously improve support processes, SOPs, documentation, and knowledge bases.

Lead, mentor, and develop the Product Support & Delivery team.

Ensure smooth technical onboarding and provide an excellent ongoing customer experience.

Monitor support and delivery performance against defined KPIs.

Identify recurring technical issues and drive preventive and corrective actions.

Work closely with customers to understand technical requirements and ensure successful implementation.

Technical

Skills

Candidates should have practical knowledge of the following:

Linux OS & Firewall – Basic administration and troubleshooting.

Docker – Basic containerization and deployment knowledge.

REST/SOAP APIs & Postman – API testing and troubleshooting.

TCP/IP & HTTP/HTTPS – Connectivity and protocol troubleshooting.





Wireshark – Packet-level network troubleshooting.

SSL/TLS – Certificate management and connectivity troubleshooting.

SSH, Proxy & VPN – Remote access and network connectivity troubleshooting.

SMPP, SMSC, A2P Messaging & SMS Routing – Understanding of telecom messaging technologies is highly preferred.

Key Performance Indicators (KPIs)

The role will be evaluated based on:

SLA Compliance

MTTR / Resolution Time

Successful Customer Deployments & Upgrades

Production Incident Management

Customer Escalation Management

Customer Satisfaction

Support Team Performance & Process Improvement Compensation & Benefits Compensation

₹11–13 Lakh per annum, depending on experience, skills, and qualifications. Benefits

Health Insurance (Optional)

Provident Fund and ESIC benefits

Professional development and learning opportunities

Up to 2 Work-from-Home days per month during applicable periods (for female candidates only)

Cooperative and inclusive work culture Hiring Process

What happens after you apply? If your profile is shortlisted during the initial screening stage:

Profile Screening

Second and/or Third Interview Round

Final Selection & Offer The second and/or third interview rounds will typically be scheduled within one week of shortlisting.

We aim to complete the entire hiring process within 5–7 working days from the date of application.

About Hex Wireless Hex Wireless Private

Limited, headquartered in Vadodara, Gujarat, is a software development and enterprise communication technology company with extensive expertise in the telecom sector.



With a strong team of software engineers, technology professionals, sales, and support experts, Hex Wireless has built and delivered a wide range of customized communication solutions leveraging cloud telephony, voice, and data technologies. With a legacy spanning more than a decade, our product portfolio includes enterprise messaging middleware, SMS Hubbing via SMPP, A2P messaging solutions, and CPaaS technologies.

Our White-Label CPaaS platform provides a comprehensive suite of enterprise communication solutions, including:

A2P Messaging

WhatsApp Business API

RCS Business Messaging

SMPP-based messaging

Enterprise communication solutions Today, our solutions are trusted by 120+ enterprises across 40+ countries, helping businesses deliver reliable and scalable communication services globally. We continue to evolve as a team of professionals with diverse expertise in the enterprise communication and telecom technology space.

Who Are Our

Clients?

We work with organizations across the enterprise communication ecosystem, including:

Small and Medium Enterprises

A2P Messaging Aggregators

MVNOs

Telecom Operators

VoIP Aggregators

ISPs

Hosting Companies

Large Marketing Companies

With the rapid evolution of CPaaS and omnichannel communication channels, including WhatsApp Business API and RCS, the demand for white-label, plug-and-play, off-the-shelf communication solutions has grown significantly. We are looking for professionals who are excited about helping us take these solutions to a larger B2B audience globally. Interested in Joining Us?

If you are passionate about telecom, CPaaS, A2P messaging, customer delivery, technical support, and building high-performing teams, we would love to hear from you.

Apply now and be part of Hex Wireless's journey to redefine enterprise communication.

Website: www.hexwireless.com

📌 Asst VP – Product Support & Delivery. (Vadodara)
🏢 Hex Wireless
📍 Vadodara