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 troublesho